Implementation-Conversion Analyst Senior Specialist

Education Desired :

Travel Percentage :

• What you Bring
• Previous 8-12 years of experience delivering and managing large scale technical contact center implementations.
• Knowledge in the following areas is critical: RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD
• 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.
• 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.

Added bonus if you have:

1-year of customer service experience

1-year experience working in a high-volume call center

Excellent customer service skills that build high levels of customer satisfaction

What we offer you

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