Senior Implementation Conversion Specialist

6 days ago

Gurgaon, Haryana, India FIS Full time

About the Role

FIS is seeking a highly skilled Senior Implementation Conversion Specialist to join our team. As a key member of our implementation team, you will be responsible for delivering and managing large-scale technical contact center implementations.

Key Responsibilities

  • Deliver and manage large-scale technical contact center implementations
  • Develop and maintain knowledge in RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD
  • Work with contact center applications such as QM, Speech analytics, Automation, VoC, Cloud & WFM
  • Develop metrics dashboards and filters, maintain user stories and issues, plan sprints
  • Implement RPA tools (UiPath, AA 360 etc., NICE inContact) and Amazon Web Services (AWS) / Azure
  • Work in an aggressive delivery environment and demonstrate commercial judgment
  • 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
  • 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

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 We Offer

  • 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

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