Director - Digital Transformation/Engineering

As the Digital Transformation Director at FIS, you will play a pivotal role in shaping the technology strategy to revolutionize the contact center operations and enhance customer experience. Your responsibilities will include: - Defining and communicating the technology strategy for digital transformation in contact center operations and customer experience. - Leading end-to-end delivery of digital transformation projects, ensuring alignment with business objectives and best practices. - Understanding business processes within the contact center/Back Office environment and presenting solution designs. - Collaborating with senior leaders and technology teams to identify and prioritize digital transformation opportunities. - Evaluating, selecting, and integrating contact center technologies, RPA, intelligent automation solutions, and emerging technologies like generative AI. - Specifying integration solutions and managing solution architectures for transformation delivery. - Establishing governance, standards, and policies for digital transformation to ensure compliance and quality. - Building and nurturing a high-performing team of digital transformation experts. - Monitoring outcomes and benefits of digital transformation using data-driven insights. Qualifications required for this role: - Bachelor's degree in computer science, engineering, or related field. - Minimum 15 years of experience in leading complex technology projects. - Minimum 8 years of experience in defining and implementing technology strategy for digital transformation. - Proven track record of successful digital transformation initiatives. - Deep understanding and hands-on experience with contact center technologies, RPA, and intelligent automation solutions. - Familiarity with emerging technologies like generative AI. - Strong knowledge of enterprise architecture, cloud computing, data analytics, and agile methodologies. - Excellent communication, presentation, and interpersonal skills. - Exceptional leadership, management, and problem-solving abilities. - Passion for innovation, learning, and customer-centric mindset.,