Business Analyst (IVR /contact center) - 5 to 9yrs-Bangalore/Chennai/Pune
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team
n-house team focusing on development and customization of IVR applications for Financial Institutions and Banks
What you will be doing
Plans and coordinates all aspects of technical projects from initiation through delivery.
Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed.
Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate.
Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams.
Identifies needed resources for projects, defines and assigns major project roles.
Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope.
What you bring:
5 to 9yrs Exp Creation of functional requirements based on business/client/end user needs
Experience in technical writing
Identifies Business strategies, finds solutions
re-engineering of processes/procedures to produce best results
Experience working on large/complex projects
Ability to communicate with engineers on requirements and expected outcomes
Ability to size development/engineering efforts for cost/timelines
Abiilty to report project status/delays/escalations and other PM functions
Familiarity with voice components and/or contact center practices/procedures
Ability to interact with clients/customers in a professional manner
IVR knowledge of call flows, automation, self service
Creation of Visio call flows, both detailed and high level based off User interface documentation
Ability to perform basic troubleshooting on reported issues for supported contact center platforms
What we offer you:
An exciting opportunity be a part of World’s Leading FinTech Product MNC
To be a part of vibrant team and to build up a career on core banking/payments domain
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A broad range of professional education and personal development possibilities – FIS is your final career step!
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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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