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Implementation-Conversion Analyst Senior Specialist

4 months ago

Gurgaon, Haryana, India FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Technology

Travel Percentage :

0%
  • Previous 8-12 years of experience delivering and managing large scale technical contact center implementations.
  • Knowledge in the following areas is critical: 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

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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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