Job title: Senior Business Analyst Voice SVS
The Voice SVS Senior Analyst supports and maintains contact centre voice services to ensure high availability, reliability and strong performance across the voice estate. The role partners with SVS technology teams, operations, vendors and business stakeholders to manage incidents, service requests, problems, change and continual improvement.
Technologies supported include Genesys CX, IVR/CIVR/Voice Bot, ACD, call routing, voice recording, voice analytics and voice bot/automation capabilities.
In this role, you will:
Voice service operations: Provide day-to-day support, monitor service health and call flows, troubleshoot issues, manage incidents to SLAs, and act as an escalation point for complex problems.
IVR, routing & contact flows: Maintain IVR menus/prompts and self-service journeys; diagnose misroutes, queue behaviours and IVR fallout; support updates to routing, queues, skills and business rules; analyse containment, transfers and abandonment to improve journeys.
Genesys platform support:



Support configuration and integrations across Genesys voice capabilities (ACD, routing, recording); assist with upgrades, patches and migrations; maintain solid knowledge of platform architecture and voice flows.
Incident & problem management: Lead or contribute to P1/P2 and recurring incident investigations, perform root-cause analysis, recommend permanent fixes, and provide updates during major incidents through to full restoration.
Change & release management: Assess impacts, support implementation and validation across environments, participate in testing and deployment, and maintain implementation/rollback/validation plans.
Service performance & reporting: Track key metrics (availability, volumes, containment, transfers, service levels and failure rates), produce dashboards and reports, and use voice/interaction analytics to identify trends and customer-impacting issues.
Vendor & stakeholder management: Manage vendor escalat

📌 Senior Business Analyst Voice SVS (Bengaluru)
🏢 HSBC
📍 Bengaluru