Voice Design Engineer

HSBC Group; Sheffield; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading global bank is seeking a Voice Design Engineer in Sheffield or Leeds to support technology modernization efforts. The role involves collaborating with various stakeholders, designing effective solutions, and utilizing expertise in Genesys Customer Experience. Candidates should excel in analytical skills and communication, aiming to enhance customer satisfaction. The organization values diversity and offers tailored development opportunities and competitive benefits.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Qualifications

• Demonstrated experience with Genesys CX solutions, including implementation and configuration.
• Strong analytical and problem-solving skills.
• Ability to influence and collaborate effectively with diverse teams.

Responsibilities

• Support the selection of technology products and define feature designs.
• Translate business requirements into effective solution designs.
• Proactively manage risks and integrate Non-Functional Requirements into designs.

Skills

Customer Experience solutions expertise

Technical expertise in Cloud Services

Analytical skills

Excellent communication skills

Job description

Voice Design Engineer

Programme of work to replace the telephony estate is mobilising to initially focus on delivering a new proposition built on an end-to-end modern technology stack, delivering a world class colleague experience. This role will involve working with partners globally and across different global functions to deliver a consistent and efficient journey for our colleagues to enable the business vision. We have an opening for a Voice Design Engineer, which offers an exciting, challenging and visible opportunity to join the Voice team, working with agility and striving to achieve service excellence through all aspects of delivery. As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Voice Design Engineer. HSBC is on a journey to fully modernise its end‑to‑end technology estate, allowing all iWPB brands to redefine its proposition to be truly customer centric and competitive in the market, whilst also becoming radically more efficient and resilient. To deliver this, you will:

• Support the selection of technology products by evaluating vendor options and articulating associated risks and impacts on the enterprise environment. Define end‑to‑end product and feature designs aligned with the iWPB technology strategy and Future State Architecture roadmap. Translate business analyst requirements into effective solution designs that meet customer needs and business outcomes. Collaborate with stakeholders, platform, and enterprise architects to inform and refine solution designs. Ensure cost‑effective solution designs are maintained through agile development, managing design activity backlogs. Proactively manage risks and issues related to enterprise architecture impacts, integrating Non‑Functional Requirements into designs.
• Demonstrated experience and in‑depth knowledge of Genesys Customer Experience (CX) solutions, including implementation, configuration, and optimization to enhance customer interactions and satisfaction. Technical expertise in Cloud Services, API and Integration, Telecoms, and Digital domains. Ability to influence and champion new ideas and technical direction, collaborating effectively with business and engineering teams. Excellent communication skills, adaptable to various audiences, and responsible for significant architectural decisions. Understanding of business functional domains, infrastructure design, and integration concepts, with stakeholder management from developers to executive levels. Proven delivery experience with strong analytical and problem‑solving skills. To be successful in this role you should meet the following requirements: Demonstrated experience and in‑depth knowledge of Genesys Customer Experience (CX) solutions, including implementation, configuration, and optimization to enhance customer interactions and satisfaction.
• Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

This role is based in Sheffield or Leeds. Opening up a world of opportunity.