Implementation Conversion Manager
Implementation Conversion Manager
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1 Vacancy
Job Description
Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Commerce/BusinessTravel Percentage :
0%- Worked with PMP solution architect PreSales RFP domain
- To work as key part of GBPO vision to support a consulting led Transformations.
- To understand business processes within the contact center environment. To build document and present Solution Designs for Frontoffice and Backoffice solutions.
- To position and validate the proposed solution to end users.
- Lead in specifying the integration solutions take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.
- Leads the development of a value proposition and execution of a communication promotes the business value of right solution architecture as an enabler of strategy formulation and as support for technology innovation.
- To build a strong working relationship with the relevant groups within the org including Voice engineering services product houses alliances and business partners where appropriate.
- Responsible for Solution Architecture Reviews and approvals including:
- Facilitates a collaborative relationship across architecture and delivery teams.
- Technical analysis of customer requirements
- Technical negotiations with customers and partners
- Lead cross functional data and strategy mappings for process improvement and Transformation.
- Collaborates with infrastructure teams to ensure consistency with the enterprise architecture as well as to identify when it is necessary to modify the enterprise architecture.
- Leverage knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
- Manage and Mitigate Project Risks and Roadblocks using effective FMEA (Failure Mode Effect Analysis) Processes
- Managing projects to adhere the timeline Budget and Scope Perform daily weekly & monthly project cadence and reporting.
- Responsible for successful delivery of Back office and contact center improvement recommendations resulting in highly satisfied referenceable clients.
- Scans emerging technologies and the business ecosystem for major disruptive technology and nontechnology trends (trendspotting) that affect business. Provides practical advice and best practices to take advantage of new or emerging opportunities and successfully deliver the expected business outcomes.
- Previous 812 years of experience delivering and managing large scale technical contact center implementations.
- Knowledge in the following areas is critical: 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
- Indepth 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
- Selfmotivated highly organized and teamoriented.
FIS JOB LEVEL DESCRIPTION
Career level management role. Manages the coordination of the activities of a section within the department with responsibility for results including costs methods and staffing. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to team members within latitude of established company policies. Recommends changes to policies and establishes procedures that affect group. Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors including an understanding of current business trends. Follows processes and policies in selecting methods and techniques for obtaining solutions. Acts as advisor to team members in meeting schedules and/or resolving problems. Develops and administers schedules performance requirements and may have budget responsibilities.
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
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Company Industry
Key Skills
- Business Development
- Project Timelines
- Business Process
- Customer Service
- Client Expectations
- Account Management
- Salesforce
- Client Relationships
- Project Management
- ERP
- Java
- Client Service
- Consultants
- Management System
- Procedures
