Senior Implementation Conversion Manager

3 days ago

Gurgaon, Haryana, India FIS Full time

Position Overview :

FIS is currently seeking a highly skilled Senior Implementation Conversion Manager to join our team. The ideal candidate will have a proven track record of delivering large-scale technical contact center implementations and will be responsible for managing the coordination of activities within a section of our department. Key responsibilities include providing guidance to team members, recommending changes to policies, and establishing procedures that affect group. Additionally, the successful candidate will work on issues of diverse scope, analyzing situations and data to determine the best course of action.

Key Responsibilities :

  • Manage the coordination of activities within a section of the department.
  • Provide guidance to team members within latitude of established company policies.
  • Recommend changes to policies and establish procedures that affect group.
  • Work on issues of diverse scope, analyzing situations and data to determine the best course of action.
  • Collaborate with infrastructure teams to ensure consistency with the enterprise architecture.
  • Leverage knowledge of industry best practices to deliver successful implementations.
  • Manage and mitigate project risks and roadblocks.
  • Develop and administer schedules, performance requirements, and budget responsibilities.

Requirements :

  • 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, RPA tools, and Amazon Web Services/Azure.
  • 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.
  • In-depth knowledge of contact center and BPO processes.
  • 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.

What We Offer :

  • Opportunity to work with a leading financial technology company.
  • Collaborative and dynamic work environment.
  • Competitive salary and benefits package.
  • Professional development opportunities.

How to Apply :

If you are a motivated and experienced professional looking to take your career to the next level, please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you

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