Job Description

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Technology
Travel Percentage : 0%
About the Team
Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.
What you will be doing

• To work as key part of GBPO vision to support a consulting led Transformations.
• To understand business processes within the contact center environment. To build, document and present Solution Designs for Front-office and Back-office solutions.
• To position and validate the proposed solution to end users.
• Lead in specifying the integration solutions, take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.
• Leads the development of a value proposition and execution of a communication, promotes the business value of right solution architecture as an enabler of strategy formulation, and as support for technology innovation.
• To build a strong working relationship with the relevant groups within the org including Voice, engineering, services, product houses, alliances, and business partners where appropriate.
• Responsible for Solution Architecture Reviews and approvals, including:
• Facilitates a collaborative relationship across architecture and delivery teams.
• Technical analysis of customer requirements
• Technical negotiations with customers and partners
• Lead cross functional data and strategy mappings for process improvement and Transformation.
• Collaborates with infrastructure teams to ensure consistency with the enterprise architecture, as well as to identify when it is necessary to modify the enterprise architecture.
• Leverage knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
• Manage and Mitigate Project Risks and Roadblocks using effective FMEA (Failure Mode Effect Analysis) Processes
• Managing projects to adhere the timeline, Budget, and Scope - Perform daily, weekly & monthly project cadence and reporting.
• Responsible for successful delivery of Back office and contact center improvement recommendations resulting in highly satisfied, referenceable clients.
• Scans emerging technologies and the business ecosystem for major disruptive technology and non-technology trends (trendspotting) that affect business. Provides practical advice and best practices to take advantage of new, or emerging, opportunities and successfully deliver the expected business outcomes.

What you Bring

• Previous 8-12 years of experience delivering and managing large scale technical contact center implementations.
• Knowledge in the following areas is critical: RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD
• Knowledge of contact center applications such as QM, Speech analytics, Automation, VoC, Cloud & WFM is a definite plus.
• Working knowledge of Jira/ServiceNow- develop metrics dashboards and filters, maintain user stories and issues, plan sprints, etc.
• Working knowledge /Implementation Experience of RPA tools (UiPath, AA 360 etc., NICE inContact)
• Working knowledge /Implementation Experience of Amazon Web Services (AWS) / Azure
• Must have good commercial judgment and be capable of working in an aggressive delivery environment.
• Proven operational excellence and client services experience in Back office/contact center industry specifically in Digital and CX Transformation
• Cross domain experience includes Payments, Banking Financial Services.
• Experience in handling different kinds of Contact Center process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• In-depth knowledge of contact center and BPO processes.
• Must demonstrate a high level of technical expertise and experience.
• Strong analytical skills, being able to perform ROI / CBA analysis.
• Superior people skills
• Exceptional presentation and demo capabilities
• Strong verbal/written communication skills
• Self-motivated, highly organized, and team-oriented

Added bonus if you have:

• 1-year of customer service experience
• 1-year experience working in a high-volume call center
• Excellent customer service skills that build high levels of customer satisfaction

What we offer you

• A competitive salary with attractive benefits including private medical and dental coverage insurance
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern work environment and a dedicated and motivated team
• A broad range of professional education and personal development opportunities
• A work environment built on collaboration and respect

Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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