Business Analyst (IVR /contact center)

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Bachelor of Business Administration

Travel Percentage

0%

Business Analyst (IVR /contact center) - 5 to 9 yrs-Bangalore/Chennai/Pune

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About The Team

n-house team focusing on development and customization of IVR applications for Financial Institutions and Banks

What You Will Be Doing

• Plans and coordinates all aspects of technical projects from initiation through delivery
• Manages project initiation activities including identifying contractual obligations, client needs and goals, existing situation, necessary contacts and access to existing information as needed
• Ensures requirements for internal technology projects align to operational standards. Develops alternate requirements or document exceptions as appropriate
• Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables
• Interacts with product development, sales, client relationship teams, technology solutions, service delivery and/or other cross-functional teams
• Identifies needed resources for projects, defines and assigns major project roles
• Coordinates activities and tasks among project team members, other internal departments and client or vendor/subcontractor organizations as needed to meet project goals and ensure project completion is on schedule, within budget constraints and of the appropriate quality standards for the project scope
  
  

What You Bring

• 5 to 9yrs Exp Creation of functional requirements based on business/client/end user needs
• Experience in technical writing
  
  

Identifies Business strategies, finds solutions

re-engineering of processes/procedures to produce best results

• Experience working on large/complex projects
• Ability to communicate with engineers on requirements and expected outcomes
• Ability to size development/engineering efforts for cost/timelines
• Abiilty to report project status/delays/escalations and other PM functions
• Familiarity with voice components and/or contact center practices/procedures
• Ability to interact with clients/customers in a professional manner
• IVR knowledge of call flows, automation, self service
  
  

Creation of Visio call flows, both detailed and high level based off User interface documentation

• Ability to perform basic troubleshooting on reported issues for supported contact center platforms
  
  

What We Offer You

• An exciting opportunity be a part of World’s Leading FinTech Product MNC
• To be a part of vibrant team and to build up a career on core banking/payments domain
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
  
  

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.

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