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• Design end-to-end AI and automation solutions for contact center and back-office operations, ensuring scalability, reliability, and security.
• Lead architectural discussions and solution design sessions for projects leveraging the Well-Architected Framework in public cloud environments, primarily AWS and Azure.
• Develop architectures for Generative AI use cases such as those for conversational AI, automated summarization, and workflow automation.
• Hands-on coding and development to build prototypes and POCs.
• Collaborate with business stakeholders, product managers, data scientists, and engineering teams to translate business requirements into robust technical solutions.
• Guide the implementation team on best practices, integration strategies, and technology selection.
• Perform architecture reviews, risk assessments, and design validations in accordance with organizational and industry standards.
• Maintain up-to-date knowledge of emerging AI, automation, and cloud technologies relevant to the contact center and back-office domains.
• Create clear and concise architecture documentation, technical diagrams, and presentation materials as needed.
• Serve as a trusted advisor and provide thought leadership across the AI Transformation team and broader organization.

• Minimum 7 years of experience in solution architecture, with a focus on cloud-native applications and services.
• Demonstrated expertise in designing and implementing AI-driven contact center and/or back-office automation solutions.
• Strong understanding and hands-on experience with at least one major public cloud provider (AWS, Azure, or GCP), including architectural best practices and security patterns.
• Proficiency in applying the Well-Architected Framework to solution design.
• Hands-on and extensive experience in at least one programming language – C++, C#, Java or Python.
• Experience developing and delivering Generative AI solutions, such as conversational assistants, chatbots, or large language model integrations, is a significant advantage.
• Excellent technology fundamentals, including knowledge of microservices, APIs, data platforms, integration patterns, and security.
• Outstanding verbal and written communication skills, with the ability to convey complex technical topics to both technical and non-technical audiences.
• Demonstrated skill in stakeholder engagement, requirements gathering, and cross-functional collaboration.

Preferred Qualifications

• Certifications in cloud architecture (e.g., AWS Solutions Architect, Azure Solutions Architect).
• Direct experience with contact center platforms, RPA tools, workflow automation, and enterprise AI/ML platforms.
• Background in delivering solutions for regulated industries (e.g., financial services, healthcare).
• Experience with Agile and DevOps delivery models.

What We Offer

• Opportunity to work on cutting-edge AI and automation projects with a global impact.
• Dynamic, collaborative, and innovative team environment.
• Competitive compensation and benefits package.
• Continuous learning and professional development opportunities.

Join FIS BPS and lead the transformation of business process services with next-generation AI and automation solutions.

FIS JOB LEVEL DESCRIPTION
Expert professional role, acknowledged as a Subject Matter Expert (SME). Develops large and/or complex business process solutions that require detailed analysis and research and cross business lines, technical, functional and client domains. Acts as an internal consultant for highly complex issue resolution. Trains, coaches and mentors functional and technical staff within and across applications. Works independently on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Has proven ability to identify and solution complex mapping or interface requirements of unique projects and examines data field conversion requirements. Identifies additional opportunities to provide more products, services or other resources to customer. Demonstrates superior presentation, communication and negotiation skills. Participates as a senior member in strategic planning and directions. Assigned to the most highly visible, sensitive and critical projects and may be used in a consulting capacity. Typically requires a minimum of twelve plus years implementation and /or conversion experience with a demonstrated ability to handle high project complexity. Corporate Compensation must review and approve any incumbent(s) being placed in this role.

Privacy Statement

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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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