Job Description
- Previous 10-12 years of experience delivering and managing large scale technical contact center implementations.
- 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.
- Exceptional presentation and demo capabilities
- Strong verbal/written communication skills
- Self-motivated, highly organized, and team-oriented
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
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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