Senior Specialist Implementation Conversion Analyst

1 week ago

Gurgaon, Haryana, India FIS Full time

Key Responsibilities

Deliver and manage large-scale technical contact center implementations with 8-12 years of experience. Develop and manage technical contact center solutions, including RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD. Utilize knowledge of contact center applications like QM, Speech analytics, Automation, VoC, Cloud & WFM. Work with Jira/ServiceNow to create metrics dashboards, maintain user stories, and plan sprints. Implement RPA tools (UiPath, AA 360 etc., NICE inContact) and Amazon Web Services (AWS) / Azure. Possess good commercial judgment and work in an aggressive delivery environment. Demonstrate operational excellence and client services experience in Back office/contact center industry, specifically in Digital and CX Transformation. Cross-domain experience in Payments, Banking Financial Services. Handle Contact Center process solutions like inbound, outbound, sales & marketing campaigns, employee queries, customer support desk. In-depth knowledge of contact center and BPO processes. Technical expertise and experience required. Strong analytical skills for ROI / CBA analysis. Excellent people skills and presentation capabilities.

About the Team

Our team of management professionals guides associates to success. We prioritize clients and strive to be the best at FIS. Our determination to excel in the financial world is reflected in training, knowledge, and a desire to succeed.

Preferred Qualifications

1-year customer service experience, 1-year high-volume call center experience, and excellent customer service skills for high customer satisfaction.

What We Offer

Competitive salary, attractive benefits including private medical and dental coverage insurance. Multifaceted job with responsibility and opportunities. Modern work environment and a dedicated team. Professional education and personal development opportunities. Collaboration and respect in the work environment.

FIS is committed to protecting personal information for service delivery. See the privacy statement for more information.

Direct sourcing model; a relatively small portion of hiring is through recruitment agencies. FIS does not accept resumes from agencies not on the preferred supplier list.

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