Implementation-Conversion Analyst Senior Specialist
FIS
- Gurgaon, Haryana
- Permanent
- Full-time
- Previous 8-12 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
- 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