Voice Design Engineer

HSBC; Sheffield; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Development opportunities

Competitive pay & benefits

Private healthcare

Enhanced maternity/adoption pay

Contributory pension

Job summary

HSBC is seeking an experienced Voice Design Engineer to help modernise our end-to-end telephony estate and deliver a world-class colleague experience. You will collaborate across platforms to define designs, evaluate vendor options, and translate business requirements into scalable solutions that support our customer-centric agenda.

You will work with cross-functional teams to refine architecture, manage non-functional requirements, and ensure cost-effective delivery within an agile context.

Qualifications

• Extensive experience with Genesys CX solutions.
• Cloud services, API integration, and telecoms expertise.
• Strong influencing and cross-functional collaboration abilities.
• Proven delivery track record and analytical problem-solving.

Responsibilities

• Support selection of technology products by evaluating vendor options and risks.
• Define end-to-end product and feature designs aligned with strategy and roadmap.
• Translate business requirements into effective solution designs meeting needs.
• Collaborate with stakeholders and architects to refine solution designs.
• Ensure cost-effective designs are maintained through agile development and backlogs.
• Proactively manage risks related to enterprise architecture impacts.

Skills

Genesys CX experience

Cloud services

API integration

Telecoms

Stakeholder management

Communication skills

Job description

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Voice Design Engineer.

You’ll support the modernisation of our end-to-end technology estate to enable a more customer-centric and competitive proposition, while improving efficiency and operational resilience. A key focus will be contributing to the delivery of a new telephony capability built on a modern, end-to-end technology stack that enables a world-class colleague experience.

In this role you’ll have access to tailored professional development opportunities and a competitive pay and benefits package.

• tailored professional development opportunities
• competitive pay and benefits package
• private healthcare for all UK-based employees
• enhanced maternity and adoption pay and support when you return to work
• a contributory pension scheme with a generous employer contribution

In this role you’ll:

• 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 International Wealth and Personal Banking technology strategy and the 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

To be successful in this role you should meet the following requirements:

• Demonstrated experience and in-depth knowledge of Genesys customer experience solutions, including implementation, configuration, and optimisation 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

Opening a world of opportunity.

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, socio-economic background 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail] .