Sr. Director - Head of Automation Architecture

+25 more | Remote
Sorry, this job was removed at 4:27 p.m. (CST) on Wednesday, August 11, 2021
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Job Description

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

The role will serve as the architectural leader for the Automate Next Program. This program is intended to identify and implement automation opportunities in call center operations and business processes.

What you will be doing

The Head of Automation Architecture Operations will architect the call center automation strategy, own the software product and engineering platform build of new service offerings and ensure successful delivery and go live which brings great value to internal and external customers. The role will drive the maturity, development and tomorrows thinking into call center operations.

As an integral part of the Automate Next team, this role will work to identify and qualify automation opportunities, identify key technical objections, develop the strategy to resolve technical blockers and drive customer centric outcomes such as reduction in average call handling times, first call resolution time, total resolution time, agent productivity etc.

Owning the technical architecture of the Automate Next program, including managing product and solution briefings, proof-of-concept work, coordination of additional technical resources, and obtaining requirements and translates these into a Solution Design for implementation and savings.

Leading prioritization technical requirements and champions resolution of solution / product gaps internally.

Responsibilities:

  • Track record of designing and implementing complex digital transformations which lead to increased customer satisfaction and engagement. Experience in enabling technologies such as robotic process automation, business process management, workflow automation, voice biometrics, workforce productivity suites etc.

  • Drive an innovation pipeline and act as an incubator for new ideas, prioritizing effectively based on key indicators such as return on investment (ROI), process efficiency, customer engagement or legislative/safety benefits.

  • Embed agile ways of working, promoting the benefits of fast iterative pilots to an audience who have various levels of appetite for this approach.

  • Build relationships with key stakeholders, peers, and the broader technology team, influence their ways of working in a matrix model, promoting the benefits of new approaches.

  • Communicate and promote a vision to a diverse range of people, both technical and non-technical, and at a variety of levels.

  • Drive and shape ideas in a changing, sometimes ambiguous environments and remain resilient in the face of adversity.

  • Act in a strategic capacity but also willing to get one’s ‘hands dirty’ whenever necessary.

  • Conceptual and strategic thinker who can work at an executive level to define strategy, influence and lead change.

  • Ability and credibility to lead and guide both in house and third-party teams.

  • Knowledge in implementing API/Microservices architectures.

  • Practical “hands on” experience in platform re-engineering / decomposition.

  • Working with the global technology team to analyze IT infrastructure for potential opportunities to demonstrate solution's unique capabilities.

  • Articulating the enterprise vision on automation technologies and solutions that positions FIS as thought leader on key technological developments.

  • Developing individual skill sets and expanding product knowledge to maximize value and to deliver quality services to our clients.

  • Attaining designated certification requirements and attending product-specific training, reviewing technical literature, and obtaining hands-on experience.

What you bring:

  • Bachelor’s degree in engineering, computer science or four or more years of work experience.

  • Ten or more years of relevant work experience.

  • Ten or more years of experience as an automation architect in a large call center environment.

  • Even Better If You Have

  • Experience in architecting solutions based on specific platforms & capabilities based on our call center footprint - Salesforce Service Cloud, ServiceNow, CTI/Telephony, Voice Biometrics, AI enabled Chat etc.

  • Experience architecting IT infrastructure for scalable, distributed systems.

  • Experience generating solution documentation for both internal stakeholders and clients in the form of diagrams, slides, documents, spreadsheets.

  • Ability to quickly learn, understand, and work with new emerging technologies, methodologies, and solutions in the SDN / IT infrastructure space.

  • Technical knowledge of datacenter network architecture, SDN, and large-scale private cloud networks.

  • Multiple security, architecture, and industry certifications such as (CISSP, TOGAFv9, ITIL, Cisco CCNA or CCNP, CCSK, Microsoft, Amazon, etc.).

  • Experience in three or more of the following: Data and IP Services (MPLS, SIP, internet, VPN, SDN, NFV, SDWAN); Network Operations (WLAN, LAN, WAN, IP PBX, Automation/Orchestration); Security (DDOS, FW, IDS, WAF, DDI, SIEM, Analytics, Micro-segmentation); Data Center Outsourcing (application management, storage, virtualization, serverless); Call Center Technologies (ACD, IVR, Call Recording, Chat, Cloud Delivery, toll free, Omni-channel); IT Applications Management (SOA, Web Services).

  • Knowledge of leading technology network and security vendor portfolios such as Cisco, Viptela, Versa, Fortinet, Palo Alto, Riverbed, and Juniper.

  • Experience evaluating prospective IT infrastructure and deliver the appropriate evaluation, ROI, savings, proposed operational evolution and associated process management.

Added bonus if you have:

  • Current or prior experience in customer centric solutions such unified service dashboard, customer portal, self service capabilities for call deflection, integrating disparate apps single customer view, unassisted bots for data entry etc. would be beneficial for the success of this role.

  • Draw on prior experience in product and software engineering leadership and the management of software products in a complex business. Prior hands-on software engineering delivery experience would be advantageous.

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

  • A variety of career development tools, resources and opportunities

  • The chance to work on some of the most challenging, relevant issues in financial services & technology

More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Atlanta, GA
Baltimore, MD
Birmingham, AL
Boston, MA
Charlotte, NC
Chicago, IL
Cincinnati, OH
Colorado, CO
Dallas-Fort Worth, TX
Detroit, MI
Houston, TX
Jacksonville, FL
Little Rock, AR
Milwaukee, WI
Minneapolis–Saint Paul, MN
New York City, NY
Orlando, FL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Raleigh-Durham, NC
Richmond, VA
San Antonio, TX
San Francisco, CA
Tampa Bay, FL

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about FISFind similar jobs