Implementation-Conversion Analyst Specialist

📌 Core Information

🔹 Job Title: Implementation-Conversion Analyst Specialist

🔹 Company: FIS

🔹 Location: IND HRYN 402, India

🔹 Job Type: Full-time

🔹 Category: IT Services and IT Consulting

🔹 Date Posted: May 26, 2025

🔹 Experience Level: 8-12 years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Supporting consulting-led transformations in the contact center environment
• Building and presenting solution designs for front-office and back-office solutions
• Positioning and validating proposed solutions to end-users
• Leading the development of value propositions and managing project risks
• Collaborating with cross-functional teams and stakeholders

ASSUMPTION: This role requires a high level of technical expertise and experience in contact center processes and related technologies. Strong analytical and communication skills are also crucial for success in this position.

📋 Key Responsibilities

✅ Understanding business processes within the contact center environment and building, documenting, and presenting solution designs for front-office and back-office solutions

✅ Positioning and validating proposed solutions to end-users

✅ Leading the development of a value proposition and execution of a communication plan to promote the business value of right solution architecture as an enabler of strategy formulation and support for technology innovation

✅ Building a strong working relationship with relevant groups within the organization, including Voice, engineering, services, product houses, alliances, and business partners where appropriate

✅ Managing projects to adhere to timelines, budget, and scope, performing daily, weekly, and monthly project cadence and reporting

✅ Responsible for successful delivery of back-office and contact center improvement recommendations resulting in highly satisfied, referenceable clients

✅ Scanning emerging technologies and the business ecosystem for major disruptive technology and non-technology trends that affect business, providing practical advice and best practices to take advantage of new, or emerging, opportunities and successfully deliver the expected business outcomes

ASSUMPTION: This role involves a high degree of responsibility and requires a broad spectrum of opportunities to manage projects successfully and deliver expected business outcomes.

🎯 Required Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field

Experience: 8-12 years of experience delivering and managing large-scale technical contact center implementations

Required Skills:

• 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, and financial services

• In-depth knowledge of contact center and BPO processes

• Strong analytical skills, being able to perform ROI/CBA analysis

• Superior people skills, exceptional presentation and demo capabilities, and strong verbal/written communication skills

• Self-motivated, highly organized, and team-oriented

Preferred Skills:

• 1-year of customer service experience

• 1-year experience working in a high-volume call center

• Excellent customer service skills that build high levels of customer satisfaction

ASSUMPTION: Candidates with experience in handling different kinds of contact center process solutions, such as inbound, outbound, sales & marketing campaigns, handling employee queries, and customer support desks, will be highly valued for this role.

💰 Compensation & Benefits

Salary Range: INR 1,200,000 - 1,800,000 per annum (Estimated based on industry standards for similar roles)

Benefits:

• Private medical and dental coverage insurance

• Professional education and personal development opportunities

• A modern work environment and a dedicated and motivated team

• A competitive salary with attractive benefits

Working Hours: Full-time, typically Monday to Friday, 9:00 AM to 6:00 PM (with flexibility based on project requirements)

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles. Actual compensation may vary based on factors such as experience, skills, and performance.

📌 Applicant Insights

🔍 Company Context

Industry: FIS is a global leader in financial technology, providing innovative solutions for banking, payments, capital markets, and insurance industries

Company Size: FIS has over 10,000 employees worldwide, providing a large and diverse work environment

Founded: FIS was founded in 1968 and has since grown into a global technology provider

Company Description:

• FIS is committed to delivering innovative solutions that help clients thrive in a rapidly evolving industry

• The company offers a wide range of services, including consulting, implementation, and managed services

• FIS fosters a culture of collaboration, respect, and continuous learning

Company Specialties:

• Banking and payments

• Capital markets

• Insurance

• Retail and e-commerce

Company Website: http://www.fis.com

ASSUMPTION: FIS is a well-established company with a strong reputation in the financial technology industry. Working at FIS offers opportunities to collaborate with diverse teams and contribute to innovative solutions for clients worldwide.

📊 Role Analysis

Career Level: This role is at the senior specialist level, requiring a high degree of expertise and experience in contact center processes and related technologies

Reporting Structure: The Implementation-Conversion Analyst Specialist will report directly to the relevant manager within the organization

Work Arrangement: This role is on-site, with the possibility of occasional remote work based on project requirements

Growth Opportunities:

• Advancement to a management or leadership role within the organization

• Expanding expertise in emerging technologies and trends within the financial technology industry

• Cross-functional collaboration and exposure to various aspects of the business

ASSUMPTION: This role offers significant growth opportunities for candidates with strong technical skills and a desire to advance their careers within the financial technology industry.

🌍 Location & Work Environment

Office Type: The office is a modern, collaborative workspace designed to facilitate teamwork and innovation

Office Location(s): IND HRYN 402, India

Geographic Context:

• The office is located in a bustling business district, providing easy access to amenities and public transportation

• The region offers a mix of urban and natural environments, with numerous cultural attractions and recreational opportunities

• The local climate is tropical, with hot and humid summers and mild winters

Work Schedule: The work schedule is typically Monday to Friday, 9:00 AM to 6:00 PM, with flexibility based on project requirements

ASSUMPTION: The work environment at FIS is designed to foster collaboration, creativity, and continuous learning, with a focus on delivering innovative solutions for clients.

💼 Interview & Application Insights

Typical Process:

• Online application submission

• Phone or video screening

• Technical assessment or case study

• Final round interviews with hiring managers and team members

Key Assessment Areas:

• Technical expertise in contact center processes and related technologies

• Analytical and problem-solving skills

• Communication and presentation skills

• Project management and stakeholder engagement skills

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role

• Prepare for technical assessments or case studies by reviewing your knowledge of contact center processes and related technologies

• Research FIS and the financial technology industry to demonstrate your understanding of the business and its challenges

ATS Keywords: Contact center, RPA, CTI, Cloud, AWS, Azure, Project Management, Data Analysis, Customer Service, Digital Transformation, CX Transformation, Communication, Analytical Skills, Technical Expertise

ASSUMPTION: The application process at FIS is designed to assess candidates' technical expertise, analytical skills, and cultural fit within the organization. Successful candidates will demonstrate a strong understanding of contact center processes and related technologies, as well as a passion for delivering innovative solutions for clients.

🛠️ Tools & Technologies

• Jira/ServiceNow

• RPA tools (UiPath, AA 360, etc.)

• Amazon Web Services (AWS)

• Azure

• Various contact center applications (QM, Speech analytics, Automation, VoC, Cloud & WFM)

ASSUMPTION: Candidates should have working knowledge and experience with the listed tools and technologies, as well as a willingness to learn and adapt to new platforms as needed.

👔 Cultural Fit Considerations

Company Values:

• Client-centric

• Collaborative

• Innovative

• Respectful

• Accountable

Work Style:

• Collaborative and team-oriented

• Results-driven and focused on delivering client value

• Adaptable and open to learning new technologies and processes

Self-Assessment Questions:

• Do you have a proven track record of delivering successful contact center implementations and transformations?

• Are you comfortable working in a fast-paced, dynamic environment with tight deadlines?

• Do you thrive in a collaborative, team-oriented work environment?

ASSUMPTION: Candidates who align with FIS's company values and work style will be well-suited to this role and the organization's culture.

⚠️ Potential Challenges

• Managing multiple projects and priorities simultaneously

• Working with diverse stakeholders and teams across the organization

• Keeping up with emerging technologies and trends in the financial technology industry

• Adapting to a fast-paced, dynamic work environment with tight deadlines

ASSUMPTION: Candidates should be prepared to face these challenges and demonstrate their ability to manage projects successfully, collaborate effectively with stakeholders, and adapt to new technologies and processes.

📈 Similar Roles Comparison

• This role is similar to a Senior Contact Center Consultant or a Senior Solutions Architect within the financial technology industry

• However, this role focuses specifically on contact center processes and related technologies, requiring a deep understanding of the industry and its challenges

• Career paths for this role may include advancement to management or leadership positions within the organization

ASSUMPTION: Candidates should research similar roles within the financial technology industry to better understand the unique aspects of this position and its potential career growth opportunities.

📝 Sample Projects

• Implementing a new RPA solution to automate contact center processes

• Migrating a contact center to the cloud and optimizing its infrastructure

• Conducting a comprehensive assessment of a client's contact center operations and recommending improvements to enhance customer experience and reduce costs

ASSUMPTION: Candidates should be prepared to discuss their experience with similar projects and how they have contributed to successful outcomes for clients.

❓ Key Questions to Ask During Interview

• Can you describe the typical projects I would be working on in this role?

• How does this role collaborate with other teams within the organization?

• What opportunities are there for professional development and growth within the company?

• How does FIS support its employees in maintaining a healthy work-life balance?

• What are the most significant challenges facing the contact center industry today, and how does this role address them?

ASSUMPTION: Candidates should prepare thoughtful questions that demonstrate their interest in the role and their understanding of the industry's challenges and opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the FIS careers page
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role

• Prepare for technical assessments or case studies by reviewing your knowledge of contact center processes and related technologies

• Research FIS and the financial technology industry to demonstrate your understanding of the business and its challenges

• Follow up with the hiring manager within one week of submitting your application to express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.