📌 Core Information
🔹 Job Title: Implementation-Conversion Analyst Senior Specialist
🔹 Company: FIS
🔹 Location: IND HRYN 402, India
🔹 Job Type: Full-Time
🔹 Category: IT Services and IT Consulting
🔹 Date Posted: May 20, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Managing large-scale technical contact center implementations
- Working with RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD, and other contact center applications
- Performing ROI/CBA analysis and ensuring operational excellence
- Collaborating with cross-functional teams and clients to deliver successful projects
ASSUMPTION: This role requires a high level of technical expertise and experience in contact center implementations and related technologies.
📋 Key Responsibilities
✅ Deliver and manage large-scale technical contact center implementations
✅ Work with various contact center applications and RPA tools
✅ Perform ROI/CBA analysis and ensure operational excellence
✅ Collaborate with cross-functional teams and clients to deliver successful projects
✅ Maintain user stories and issues, plan sprints, and develop metrics dashboards and filters using Jira/ServiceNow
✅ Provide exceptional presentation and demo capabilities
ASSUMPTION: This role involves a high degree of responsibility and requires strong analytical, communication, and presentation skills.
🎯 Required Qualifications
Education: Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, or a related discipline)
Experience: 8-12 years of experience in delivering and managing large-scale technical contact center implementations
Required Skills:
- Proven experience in RPA tools (UiPath, AA 360, etc.) and cloud services (AWS, Azure)
- In-depth knowledge of contact center and BPO processes
- Strong analytical skills and the ability to perform ROI/CBA analysis
- Excellent communication and presentation skills
- Self-motivated, highly organized, and team-oriented
Preferred Skills:
- Experience in handling different kinds of contact center process solutions
- Knowledge of QM, Speech analytics, Automation, VoC, Cloud, and WFM
- Working knowledge of Jira/ServiceNow
ASSUMPTION: Candidates with a strong background in contact center implementations and related technologies will be most successful in this role.
💰 Compensation & Benefits
Salary Range: INR 25-35 lakhs per annum (Estimated based on industry standards for a senior specialist role in India)
Benefits:
- Private medical and dental coverage insurance
- Professional education and personal development opportunities
- Modern work environment and dedicated, motivated team
- Broad range of professional education and personal development opportunities
- Competitive salary with attractive benefits
Working Hours: Full-time (40 hours per week)
ASSUMPTION: The salary range is estimated based on industry standards for a senior specialist role in India, with experience and qualifications influencing the final offer.
📌 Applicant Insights
🔍 Company Context
Industry: FIS is a global leader in financial technology, providing innovative solutions to financial institutions, merchants, and capital market participants worldwide.
Company Size: FIS has over 10,000 employees globally, providing a large and diverse work environment.
Founded: FIS was founded in 1984 and has since grown to become a leading provider of technology services to the financial industry.
Company Description:
- FIS offers a wide range of financial technology solutions, including payment processing, banking, and capital markets software
- The company is committed to innovation, with a focus on emerging technologies such as blockchain, AI, and machine learning
- FIS provides a global network of data centers and cloud-based services to ensure secure and reliable processing of financial transactions
Company Specialties:
- Payment processing and merchant services
- Banking and capital markets software
- Data analytics and risk management
- Emerging technologies (blockchain, AI, machine learning)
Company Website: http://www.fis.com
ASSUMPTION: FIS's large size and global presence offer numerous opportunities for career growth and development.
📊 Role Analysis
Career Level: Senior Specialist
Reporting Structure: This role reports directly to the Manager, Implementation-Conversion
Work Arrangement: On-site, full-time
Growth Opportunities:
- Potential to take on more complex projects and mentoring responsibilities
- Opportunities to work on emerging technologies and innovative solutions
- Possibility to advance to a management or leadership role within the organization
ASSUMPTION: This role offers significant opportunities for career growth and development within FIS's large and diverse organization.
🌍 Location & Work Environment
Office Type: On-site, with a modern work environment
Office Location(s): IND HRYN 402, India
Geographic Context:
- IND HRYN 402 is located in Gurugram, Haryana, India
- The office is situated in a bustling commercial area with easy access to public transportation
- The region offers a mix of urban and suburban living, with numerous amenities and recreational opportunities nearby
Work Schedule: Monday-Friday, 9:00 AM - 6:00 PM (with a 1-hour lunch break)
ASSUMPTION: The on-site work environment at FIS's IND HRYN 402 office provides a modern and collaborative workspace for employees.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screening
- On-site or virtual interview with the hiring manager and team members
- Final round interview with senior leadership
Key Assessment Areas:
- Technical expertise in contact center implementations and related technologies
- Analytical and problem-solving skills
- Communication and presentation skills
- Cultural fit and team dynamics
Application Tips:
- Highlight relevant experience and skills in your resume, focusing on contact center implementations and related technologies
- Prepare for behavioral and situational interview questions that assess your problem-solving, communication, and teamwork skills
- Research FIS and the contact center industry to demonstrate your knowledge and enthusiasm for the role
ATS Keywords: RPA, CTI, Agent Desktops, Chatbot, Voicebot, Voice recording, PBX/ACD, QM, Speech analytics, Automation, VoC, Cloud, WFM, Jira, ServiceNow, AWS, Azure
ASSUMPTION: FIS uses an Applicant Tracking System (ATS) to screen and manage job applications, so including relevant keywords in your resume can improve your chances of being selected for an interview.
🛠️ Tools & Technologies
- RPA tools: UiPath, AA 360, etc.
- Cloud services: AWS, Azure
- Contact center applications: QM, Speech analytics, Automation, VoC, Cloud, WFM
- Project management tools: Jira, ServiceNow
ASSUMPTION: Familiarity with the listed tools and technologies is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Integrity
- Client-centricity
- Innovation
- Collaboration
- Excellence
Work Style:
- Collaborative and team-oriented
- Results-driven and focused on delivering exceptional client service
- Adaptable and open to learning and growth
Self-Assessment Questions:
- How do you demonstrate integrity in your work and interactions with colleagues and clients?
- Can you provide an example of a time when you went above and beyond to deliver exceptional client service?
- How do you approach learning new technologies and tools to improve your skills and contribute to your team's success?
ASSUMPTION: FIS values candidates who align with their core values and demonstrate a strong work ethic, commitment to client service, and a willingness to learn and grow.
⚠️ Potential Challenges
- Managing multiple projects and deadlines simultaneously
- Working with diverse teams and stakeholders, including clients and vendors
- Keeping up with the latest technologies and trends in the contact center industry
- Adapting to a fast-paced and dynamic work environment
ASSUMPTION: This role may present challenges related to project management, stakeholder communication, and staying current with industry trends.
📈 Similar Roles Comparison
- This role is similar to a Senior Contact Center Consultant or a Senior Implementation Specialist in the contact center industry
- FIS offers a global network of data centers and cloud-based services, providing opportunities for international collaboration and growth
- Career paths may include advancement to management or leadership roles within the organization
ASSUMPTION: This role offers similar responsibilities and career growth opportunities to related positions in the contact center industry.
📝 Sample Projects
- Managing a large-scale contact center implementation for a global financial institution
- Developing and implementing a chatbot solution to improve customer satisfaction and reduce response times
- Performing a comprehensive review of a client's contact center processes and technologies, and recommending improvements to enhance operational efficiency
ASSUMPTION: These sample projects illustrate the types of responsibilities and initiatives this role may involve, focusing on contact center implementations, automation, and process improvement.
❓ Key Questions to Ask During Interview
- Can you describe the team structure and dynamics for this role?
- How does FIS support the professional development and growth of its employees?
- What are the most challenging aspects of this role, and how can I best prepare for them?
- How does FIS approach innovation and staying current with emerging technologies in the contact center industry?
- What are the key priorities for this role in the first 90 days?
ASSUMPTION: Asking thoughtful and relevant questions during the interview process demonstrates your interest in the role and commitment to success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight relevant experience and skills, focusing on contact center implementations and related technologies
- Prepare a cover letter that explains your interest in the role and how your background and skills make you a strong fit for the position
- Follow up with the hiring manager or HR representative within one week of submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
