Subject Matter Expert

7 days ago

Delhi, Delhi, India Stafforri Services Full time

About the Role :

Initial 2-3 months- travels to PNG ( Papua New Guinea)

Post which will work in PNG shift ( 3.30 am IST onwards ) remote

We are looking for a Subject Matter Expert (SME) in Contact Center Technologies to lead the implementation of an Auto Dialer system for the Collections Department of a bank. The ideal candidate will have deep expertise in outbound contact center solutions, predictive dialing strategies, compliance-driven collections processes, and AI-based Responsibilities :

- Lead the implementation of an Auto Dialer system (Predictive, Progressive, and Preview dialing modes) for collections operations.

- Ensure seamless integration with the banks CRM, collections, core banking systems, and payment processing platforms.

- Design and optimize campaign management strategies, including call prioritization, segmentation, and agent workflows.

- Ensure compliance with TCPA, FDCPA, GDPR, and other banking regulations related to outbound calling.

- Define and implement dialer performance KPIs, including connect rates, agent occupancy, and right-party contact (RPC) rates.

- Work with AI-driven analytics and voice bots to enhance automated debt recovery and reduce agent workload.

- Oversee agent scripting, call disposition management, and automated follow-up processes.

- Ensure workforce management (WFM) alignment to optimize agent productivity and call load balancing.

- Collaborate with IT, vendors, and business stakeholders to ensure a scalable and efficient dialer deployment.

- Monitor dialer performance and optimizealgorithms for better efficiency and regulatory Skills & Experience :

- 5+ years of experience in contact center and auto dialer implementation within banking or financial services.

- Hands-on expertise with Auto Dialer solutions (Genesys, Avaya, Cisco, Five9, Aspect, NICE, or equivalent).

- Strong knowledge of predictive, progressive, and preview dialing modes.

- Experience with collections operations, debt recovery strategies, and compliance-driven calling processes.

- Understanding of speech analytics, AI-powered call automation, and self-service solutions.

- Deep expertise in campaign management, call flow design, and outbound call center optimization.

- Knowledge of multi-country, multi-currency collections processes.

- Experience in data analytics, reporting, and dialer performance optimization.

- Strong project management and stakeholder management Qualifications :

- Certifications in Genesys, Avaya, Cisco, Five9, Aspect, or NICE dialer systems.

- Experience in AI-driven conversational bots and automated debt collection solutions.

- Background in compliance frameworks for outbound collections.

(ref:hirist.tech)

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