Implementation-Conversion Analyst Senior Specialist

Key Skills

AWS, Azure, Data science techniques, Google Cloud Platform (GCP), Machine learning techniques, Natural Language Processing (NLP), UX design

Job Description

The GBPO team at FIS is driving a digital transformational journey across multiple businesses at FIS. We have a clear focus on enhancing operational efficiency and improving customer satisfaction through key initiatives that include solutions within the contact center space across channels, RPA platforms and accelerating digitization efforts. We use the right tool to solve high impact problems, building intelligent solutions through hybrid AI/ML and traditional RPA frameworks. We are seeking an experienced Solution Architect to lead and drive technical solutioning for AI and automation initiatives that deliver maximum impact today and prepare us for the future.

What you will be doing

This is an important role where you will be responsible for key technology decisions that define the solution footprint for the AI and Automation team! This is in addition to ensuring consistency in the approach that the team takes towards developing pragmatic solutions.

• Design and drive implementation of world class technology solutions that leverage contact center technologies such as IVR, chatbots, voice analytics, speech recognition, natural language processing, etc.
• Translate complex business needs into end user and customer-focused solutions that are simple, elegant and maintainable.
• These solutions need to adhere to all key aspects of enterprise architecture standards and best practices including aspects such as performance, security and scalability.
• Provide architectural oversight to development carried out by vendors, having the responsibility of inculcating best practices with respect to world class software delivery.
• Responsibility for orchestrating effective design/architecture reviews and code reviews of key components working with partner vendors.
• Develop partnerships with key stakeholders, ensure a high degree of transparency.
• Out-of-the box thinking regarding technology solutions and in resolving technical issues for the team.
• Assess the current state of the client's contact center operations and identify opportunities for improvement and automation.
• Collaborate with business stakeholders, project managers, developers, and testers to ensure the delivery of high-quality solutions that meet the client's requirements and expectations.
• Provide technical guidance and mentorship to junior architects and developers.
• Stay updated on the latest trends and innovations in the contact center space and evaluate new technologies and vendors.

What you bring:

• Bachelor's degree in Computer Science, Engineering, or related field.
• At least 10 to 15 years of industry experience in designing and implementing contact center solutions using various technologies and platforms.
• Self-motivated, proactive, and an out-of-the-box thinker, demonstrating high levels of initiative.
• Brings an extremely strong technical foundation with a solid background in systems design and architectural patterns, and an innate ability to map technology concepts across various technology platforms. Strong knowledge of enterprise architecture principles and frameworks such as TOGAF, Zachman, etc.
• Always curious, has the intellectual agility to learn quickly, adapt to change and enjoy tackling challenges.
• Expertise in contact center technologies such as Genesys, Avaya, Cisco, Amazon Connect, Twilio, etc.
• Experience with RPA tools such as UiPath, Automation Anywhere, Blue Prism, etc.
• Certifications in contact center technologies, RPA tools, or cloud platforms are preferred.
• Solid understanding of security best practices including use of OAuth2, SAML protocols and all aspects of data security.
• Ability to work across multiple tools, frameworks, databases / data stores and technology stacks.
• Experience with public cloud platforms such as AWS, Azure, Google Cloud, etc. – preferably architectural experience using cloud-based constructs.
• Strong analytical and problem-solving skills, with an ability to break down complex problems.
• Excellent communication skills, having the ability to communicate technical aspects effectively with a variety of audiences.
• Very high energy levels, demonstrating the attitude and drive to take on more, do more and be more. Also bringing with them a high degree of flexibility and adaptability.
• Excellent interpersonal skills, ability to execute effectively within a team and lead by example.
• Excellent communication, presentation, and problem-solving skills.
• Ability to work independently and as part of a team.

Added bonus if you have:

• Experience with key aspects of data science and machine learning having architected/implemented projects within these areas.
• Understanding of web-based technologies including Angular, React with basic understanding of UX principles.
• Exposure to low-code development platforms.
• A background in Financial Systems and services would be a strong positive.

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• The chance to work on some of the most challenging, relevant issues in financial services & technology

FIS JOB LEVEL DESCRIPTION

Experienced role with demonstrated knowledge of deposit and lending procedures and regulatory requirements. Applies advanced skills to job or specialization. Adapts procedures, processes, tools, equipment, and techniques to accomplish requirements of job. Duties and tasks may be non-routine. May serve as a resource to others to resolve most problems and issues. Relies on experience and judgment to plan and accomplish assigned tasks and goals. Works under general supervision. May be designated as “lead” worker. May perform quality checks for other Analysts. Make recommendations for process improvements as appropriate. Typically requires five or more years’ experience in a banking or financial services environment.

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