Implementation-Conversion Analyst Senior Specialist at FIS - South Africa

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice Recording, PBX, ACD, QM, Speech Analytics, Automation, VoC, Cloud, WFM, AWS, Azure

Industry

IT Services and IT Consulting

Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Technology Travel Percentage : 0% 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 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. #pridepass

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Responsibilities

The Implementation-Conversion Analyst Senior Specialist will be responsible for delivering and managing large scale technical contact center implementations. This role requires strong analytical skills and the ability to perform ROI and CBA analysis.