The Implementation-Conversion Analyst Senior Specialist is responsible for managing large-scale technical contact center implementations, leveraging knowledge of various contact center applications and tools. The role requires strong operational excellence, client services experience, and the ability to work in high-pressure environments. Skills in creating metrics dashboards and maintaining user stories in tools like Jira and ServiceNow are essential, along with experience in RPA and cloud services.
- Previous 10-12 years of experience delivering and managing large scale technical contact center implementations.
- 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.
- Exceptional presentation and demo capabilities
- Strong verbal/written communication skills
- Self-motivated, highly organized, and team-oriented
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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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Top Skills
Aa 360
Amazon Web Services
AWS
Azure
JIRA
Nice Incontact
Servicenow
Uipath
FIS Chennai, Tamil Nadu, IND Office
Chennai, Tamil Nadu, India
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What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
