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Subject Matter Expert
4 weeks ago
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)