FIS

Director - Architecture (Contact Center Technology)

Pune, India
AWS Azure GCP
This job is closed! Check out or
Description

Join FIS and lead the technology strategy for transforming our contact center and back-office operations as well as customer experience

About the Team

The GBPO transformation team works on defining, implementing and maintaining transformation opportunities for FIS’s clients. The aim of the GBPO transformation team is to significantly transform our organization and seamlessly deliver vendor transformation projects within the FIS environment. The vision of this program is to optimize cost with appropriate technology interventions like Digital Transformation & Back Office Automation – while prioritizing CSAT & NPS. This team is the tip of the spear for defining transformation blueprints within the Operations space and fostering innovation when doing so.

About the role

As the Director of Digital Transformation, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital transformation initiatives. You will also oversee the selection, adoption, and integration of various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI. You will be a hands-on leader who can drive innovation, collaboration, and excellence across the organization.

What you will be doing

  • Define and communicate the technology strategy and vision for digital transformation of our contact center operations and customer experience.

  • Lead and manage the end-to-end delivery of digital transformation projects, from ideation to implementation, ensuring alignment with business objectives, stakeholder expectations, and best practices.

  • Understand business processes within the contact center/Back Office environment. To present Solution Designs for Front-office and Back-office solutions.

  • Collaborate with senior leaders, business stakeholders, and technology teams to identify, prioritize, and scope the digital transformation opportunities and challenges.

  • Evaluate, select, and integrate various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI, to enhance our operational efficiency, customer satisfaction, and competitive advantage.

  • Lead in specifying the integration solutions, take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.

  • Build a strong working relationship with the relevant groups within the org including Voice, engineering, services, Automation, product houses, alliances, and business partners where appropriate.

  • Establish and maintain the governance, standards, and policies for digital transformation, ensuring compliance, security, and quality.

  • Build and develop a high-performing team of digital transformation experts, architects, and engineers, providing coaching, mentoring, and feedback.

  • Monitor and measure the outcomes and benefits of digital transformation, using data-driven insights and metrics.

  • Stay abreast of the latest trends, developments, and best practices in contact center technologies, RPA and intelligent automation, and generative AI, and leverage them to drive continuous improvement and innovation.

What you will need

  • A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.

  • A minimum of 15 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain.

  • A minimum of 8 years of experience in defining and implementing technology strategy and vision for digital transformation, preferably in the FinTech or financial services industry.

  • A proven track record of delivering successful digital transformation initiatives that resulted in significant operational improvement, customer satisfaction, and business value.

  • A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.

  • A strong knowledge and experience with RPA and intelligent automation solutions, such as UiPath, Automation Anywhere, Blue Prism and Microsoft Power Automate.

  • A familiarity and curiosity with emerging technologies such as generative AI, such as GPT-3, Llama, experience in implementing these in production would be an added advantage.

  • Strong knowledge and experience with enterprise architecture, cloud computing, data analytics, and agile methodologies, such as AWS, Azure, Google Cloud, Snowflake, Tableau, and Scrum.

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

  • Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.

  • Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower a diverse and distributed team.

  • A passion for innovation, learning, and excellence, with a customer-centric and results-oriented mindset.

What we offer you

  • A multi-faceted job with a broad spectrum of responsibilities

  • A range of benefits designed to help support your lifestyle and wellbeing.

  • A modern international work environment and a dedicated and innovative team

  • A broad range of professional education and personal development possibilities – FIS is your final career step!

  • A work environment built on collaboration, flexibility and respect.

  • A broad range of professional education and personal development possibilities – FIS is your final career step!

  • A work environment built on collaboration, flexibility and respect.

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

FIS
FIS
Banking Financial Services Information Technology Payments

0 applies

2 views

Similar Jobs

Data Engineering Lead

Remote Toronto, Ontario

QA Automation Engineer

Tel Aviv, Israel

Staff Data Scientist

Palo Alto, CA Remote Hybrid

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

60,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 452 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

To try it out

For active job seekers

For those who are passive looking

Cancel anytime

Frequently Asked Questions

  • We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
  • We've got about 70,000 jobs from 5,000 vetted companies. No fake or sleazy jobs here!
  • We aggregate jobs from 5,000+ companies' career pages, so you can be sure that you're getting the most up-to-date and relevant jobs.
  • We're the only job board *for* software engineers, *by* software engineers… in case you needed a reminder! We add thousands of new jobs daily and offer powerful search filters just for you. 🛠️
  • Every single hour! We add 2,000-3,000 new jobs daily, so you'll always have fresh opportunities. 🚀
  • Typically, job searches take 3-6 months. EchoJobs helps you spend more time applying and less time hunting. 🎯
  • Check daily! We're always updating with new jobs. Set up job alerts for even quicker access. 📅

What Fellow Engineers Say

Sid avatar
Sid
Very nice portal for searching jobs in this rough market.
Mar 6, 2025
Michael Duran avatar
Michael Duran
Software Engineer
I've been using this job search site for a while now, and it’s honestly one of the best out there! The clean and easy-to-navigate UI makes the whole job-hunting process so much smoother. Plus, the job postings are always up-to-date, so I never feel like I’m wasting time. The cherry on top is the owner—super kind and always quick to respond. Definitely recommend checking it out if you're on the job hunt!
Aug 21, 2024
Sai avatar
Sai
It’s really great website for finding jobs based on skills it’s really helpful give a go
Aug 21, 2024
Adinadh avatar
Adinadh
What I like most about Echo Jobs is how easy it is to use. The platform helps me quickly find jobs that match my skills and interests, thanks to its great recommendations and filters. Yes, I would definitely recommend Echo Jobs to a friend. It makes job searching simple and efficient, making it a great tool for anyone looking for a new job.
Jul 23, 2024
As a student navigating the job market, I've found LinkedIn increasingly frustrating due to numerous fake postings by consultancies. In contrast, this job posting website has been a game-changer for me. It offers genuine opportunities and a straightforward application process, making it much easier to find and apply for real jobs. Highly recommend it to fellow students seeking reliable job listings!
Jul 16, 2024
Cliff Gor avatar
Echo Jobs has been exceptional in my job hunt where it provides one platform to job hunt and I don't have to open 10 websites just to look for a job. It has also helped me focus much on the job skill and the location filtering out the onsite jobs and remote ones. The only feature that I would request is to display fully remote jobs that are not restricted to a country since the one available shows ie, Remote, US yet. But if it could show remote only, that would be helpful not only to me but to other people applying for full remote and not tied to only US candidates
Apr 22, 2024
I found EchoJobs in 2022, and I love it. It has a lot of remote jobs. It's exclusive to software and technology jobs (helpful for devs like me). What I like the most are its filters and its API. If you're a tech professional seeking remote work, I highly recommend giving it a try to EchoJobs.
Mar 4, 2024
Would definitely recommend it! Excellent product, dedicated founder, Jobs are easier to find. Congrats 🎉 to the entire team!
Mar 3, 2024
Brandon Banks avatar
Brandon Banks
Echo Jobs is really impressive. It provides a great user experience with an ability to quickly search through the many job postings. There is an impressive amount of jobs here and it is quickly updated. The details in the each job posting is helpful when determining if it is worth pursuing. I would highly recommend using Echo Jobs to find the next step in your career.
Mar 2, 2024
Tyler Young avatar
Tyler Young
tylerayoung.com
Best wishes with EchoJobs—it's become my favorite job board overnight!
Dec 16, 2023
Simply put, it's the most up to date tech jobs aggregator I’ve found. I'm like... "I don't have to check 10+ jobs boards daily just to see if there's a new job listing? sign me up!" The filters are also quite helpful! The UI is very clean and straightforward. Love it!
Oct 5, 2023