Tech Product Owner / Consultant Specialist

The Opportunity

This is a production support role focused on improving the stability and uptime of HSBC's Contact Centre voice platforms across Genesys Engage and Genesys Cloud. You'll provide L2/L3 support in a critical environment - restoring service quickly during incidents and reducing repeat issues through structured problem management. The role also includes delivering technical changes safely and on time with clear risk and rollback planning. Success means major incidents are handled with strong operational discipline, service availability is protected and improvements are made in a way that stands up to governance and audit expectations. This role includes an out-of-business hours rotating on-call commitment.

What you'll be doing:

• Provide L2/L3 operational support for Genesys Engage voice services and Genesys Cloud to maintain availability and stability
• Respond to alerts and major incidents through a rotating on-call rota within agreed SLAs
• Coordinate P1/P2 incident triage with internal teams (network/telephony, infrastructure, security) and vendors to restore service quickly
• Perform problem management including RCA, trend analysis, preventative actions and post-incident reviews
• Create and maintain runbooks, KEDB or knowledge articles, support checklists and technical documentation
• Deliver enhancements end-to-end including requirements clarification, design support, build or configuration, testing support, deployment and post-change validation
• Govern change activity through risk assessment, impact analysis, rollback planning and change communications
• Champion automation and standardisation to reduce toil and improve repeatability especially for cloud configuration

What we're looking for:

• Bring hands-on production support experience across Genesys Engage Voice components including URS, ORS (as applicable), SIP Server or SIP routing concepts, GVP and the configuration and management layer
• Apply end-to-end understanding of how the Engage voice ecosystem works from ingress to routing, IVR, transfers and termination
• Demonstrate hands-on experience with Genesys Cloud Admin and implementation fundamentals including users and roles, queues, skills, routing setup and schedules
• Resolve call or interaction handling issues through structured troubleshooting and safe production support practices
• Handle high-priority incidents in critical environments with clear updates and strong operational discipline
• Deliver technical work within timelines while managing risk and dependencies across teams
• Work effectively in Agile teams (Kanban or Scrum) and keep delivery visible through team ceremonies
• Use Jira to manage incidents, problems, changes and delivery tasks and maintain clear records

Keeping voice services reliable:

If you want to work on technology that supports how customers reach HSBC every day this role offers real operational impact at scale. You'll be trusted to restore service quickly, reduce recurrence and deliver change safely across Genesys Engage and Genesys Cloud. The work spans incident response, problem management and technical delivery with close partnership across telephony, infrastructure, security and vendors. Apply to help strengthen the platforms that keep our contact centres running when it matters most.