Director - Architecture

Join us at FIS and take the lead in shaping the technology strategy to revolutionize our contact center and back-office operations, along with enhancing customer experience. The GBPO transformation team at FIS is dedicated to defining, implementing, and managing transformation opportunities for our clients. The team aims to drive significant changes within our organization and efficiently execute vendor transformation projects in the FIS ecosystem. Our program focuses on optimizing costs through technology interventions like Digital Transformation & Back Office Automation while prioritizing CSAT & NPS. As a part of this team, you will play a crucial role in designing transformation blueprints within the Operations space and fostering innovation. As the Director of Digital Transformation, your primary responsibility will be to outline and execute the technology strategy for transforming our contact center operations and customer experience. Collaborating closely with senior leaders, business stakeholders, and technology teams, you will align the vision, roadmap, and implementation of our digital transformation initiatives. Your role will involve overseeing the selection, adoption, and integration of various contact center technologies, RPA and intelligent automation solutions, and emerging technologies like generative AI. We are looking for a hands-on leader who can drive innovation, collaboration, and excellence across the organization. **Key Responsibilities:** - Define and communicate the technology strategy and vision for digital transformation in contact center operations and customer experience. - Lead end-to-end delivery of digital transformation projects, ensuring alignment with business objectives and best practices. - Collaborate with senior leaders and technology teams to identify and prioritize digital transformation opportunities. - Evaluate and integrate contact center technologies, RPA, intelligent automation solutions, and emerging technologies to enhance operational efficiency and customer satisfaction. - Establish governance, standards, and policies for digital transformation, ensuring compliance, security, and quality. - Build and mentor a high-performing team of digital transformation experts, architects, and engineers. - Monitor outcomes and benefits of digital transformation initiatives using data-driven insights. - Stay updated on the latest trends in contact center technologies, RPA, intelligent automation, and generative AI to drive continuous improvement and innovation. **Requirements:** - Bachelor's degree in computer science, engineering, or related field. - 15+ years of experience in leading complex technology projects, preferably in contact center or customer service domain. - 8+ years of experience in defining and implementing technology strategy for digital transformation, preferably in FinTech or financial services. - Proven track record of successful digital transformation initiatives. - In-depth knowledge of contact center technologies, RPA, and intelligent automation solutions. - Experience with enterprise architecture, cloud computing, data analytics, and agile methodologies. - Strong analytical, communication, and leadership skills. **What We Offer:** - Diverse responsibilities in a dynamic work environment. - Benefits supporting your lifestyle and wellbeing. - Professional development opportunities. - Collaborative and flexible work culture. At FIS, we are committed to safeguarding the privacy and security of personal information. Our recruitment process primarily operates on a direct sourcing model. Join us at FIS, where you can take the final step in your career journey!,