Sr. Director - Head of Automation Architecture

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Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

15 - 25%

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

.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here


For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • OracleDatabases

Location

Our Denver office is located in the Tech Center at Belleview & I-25, and our pictureqsue Durango office is nestled alongside the Animas River.

An Insider's view of FIS

What's something quirky about your company?

We love to dance at company parties and picnics.

We love to give "High 5s" and shout-outs for people that go above and beyond and "rock!"

Wendy Graham

Training and Careeer Development

What projects are you most excited about?

I'm excited to launch our 2019 Rewards of Better Business Banker referral campaign. We'll combine the successes of our 2018 campaign with new incentives for 2019, to grow the volume of qualified referral submissions from banks. Our goal is a culture of support for account executives and bankers with easy access to tools and impactful conversations.

Diana Quetti

Channel Demand Marketing Analyst, FInancial Solutions

What is your vision for the company?

We’re passionate about being the partner for connected commerce for businesses around the world and we’re creating a company culture where colleagues grow and thrive, while having fun along the way. Our teams collaborate to seamlessly serve our global customers and each colleague plays a critical role as we proudly advance the ways the world pays.

Kelly Beatty

Senior Leader, Strategic Program Management

What are FIS Perks + Benefits

FIS Benefits Overview

Taking care of our colleagues means that our customers, company, and communities are well taken care of, too. That’s why we’re always looking for attractive benefit offerings to support our colleagues and their families. In addition to competitive medical/dental/vision plans, life insurance and disability coverage to take care of basic needs, there’s also opportunities to participate in a stock purchase plan, have 401(k) deferrals matched, receive HSA seed money, earn wellness incentives, and even have your charitable contributions matched – just to name a few.

Culture
Volunteer in local community
We love to make a difference in the community! Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Partners with Nonprofits
Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Friends outside of work
Eat lunch together
Intracompany committees
African American Network, Women's Network, Young Professionals Group, LGBTQ Organization (GLOW), WorldpayGives, Worldpay Social Committee, and the list goes on!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Worldpay's Healthcare Flexible Spending Account (FSA) allows you to set aside pre-tax dollars to pay for medical, dental, prescription or vision care expenses for you and your dependents
Disability Insurance
Dental Benefits
Enrollment in the Worldpay dental plan provides access to two networks. You can select any dentist, but staying in the networks will cost you less.
Vision Benefits
Enrollment in the Worldpay vision plan provides access to two networks. With each, you receive discounts on eye exams, frames, lenses, contacts and vision correction surgery.
Health Insurance Benefits
Worldpay offers four medical plans - one PPO plan and three Consumer (HSA-eligible) plans. All plans offer preventive care covered at 100%.
Life Insurance
In addition to the basic life insurance provided to you by Worldpay, you can also opt for supplemental life insurance which offers another layer of protection to help meet your family's needs.
Wellness Programs
Wellness365 is a fun and rewarding way to make small changes toward better health every day. Set your interests to get personalized daily tips on nutrition, exercise, stress, sleep and much more.
Onsite Gym
Can't make it to your favorite fitness class or need to de-stress before facing the world? We have a large, well-equipped gym onsite that will help you keep you with your fitness goals!
Retirement & Stock Options Benefits
401(K)
Colleagues are eligible to participate in the Worldpay 401(k) plan immediately upon hire. Choose from traditional pre-tax 401(k), or pre-tax or Roth catch-up contributions or a combination of both.
401(K) Matching
Worldpay matches 100% of the first 5% of deferrals on a per paycheck basis. And the best part - the match is immediately 100% vested!
Company Equity
Employee Stock Purchase Plan
We offer eligible colleagues the opportunity to purchase shares of Worldpay stock at a 15% discount off the market closing stock price on the day of purchase.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
FMLA-eligible colleagues are eligible for up to 120 hours of paid time off to recover from childbirth and to care for and bond with their newborn or newly adopted child.
Family Medical Leave
The Family and Medical Leave Act provides up to 12 weeks of job-protected leave for your own medical condition, or for the care of a spouse, child or parent who has a serious medical condition.
Adoption Assistance
An adoption reimbursement benefit is offered to full-time colleagues who have been employed for at least one year. This one-time, per person benefit helps to cover various adoption-related expenses.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Our generous PTO plan allows colleagues to enjoy time away from work and promotes a healthy life balance. PTO can also be used for illness days and unexpected emergencies.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Worldpay encourages all colleagues to pursue continuing education or to work toward a degree in their field.
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
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