Contact Center Subject Matter Expert (SME) Papua New Guinea, Austr

Job Overview

Job Description

Contact Center Subject Matter Expert (SME) Papua New Guinea, Austr

Description
Our client is seeking a highly skilled and experienced Contact Center Subject Matter Expert (SME) with a techno-functional background to lead the implementation and optimization of their contact center solution. The ideal candidate will have extensive experience in the banking sector, particularly in deploying and managing contact center systems. Strong business acumen, excellent communication skills, and the ability to manage stakeholders effectively are essential for this role.

Responsibilities:

Lead the entire contact center implementation lifecycle, from requirements gathering to vendor selection and deployment.
Conduct thorough business requirements gathering sessions and translate them into detailed Business Requirements Documents (BRDs).
Manage stakeholders effectively, ensuring clear communication and alignment throughout the project.
Develop compelling presentations (PPT) to communicate project updates, recommendations, and training materials.
Prepare comprehensive RFP documentation, including RFP scoring criteria.
Manage the RFP process, including RFP issuance, vendor demos, review and feedback on vendor submissions, and RFP scoring.
Provide vendor recommendations based on thorough evaluations.
Utilize expertise in all aspects of contact center operations and technology, especially within the banking domain.
Provide techno-functional guidance to the implementation team.
Collaborate with IT and business teams to ensure seamless integration of the contact center solution with existing systems.
Develop and deliver training materials to end-users.
Qualifications:

Strong proficiency in English.
Excellent presentation and communication skills (PPT).
Proven stakeholder management skills.
Demonstrated experience in BRD writing and requirements gathering.
Extensive experience in the banking industry, specifically in deploying and managing contact center solutions.
Deep understanding of contact center technologies, including ACD, IVR, CTI, and reporting platforms.
Experience with Salesforce or MS Dynamics 365 rollout for contact center is highly preferred.
Experience in preparing RFP documentation, including RFP scoring, issuance, vendor demos, review, feedback, and recommendations.
Strong business skills are essential; techno-functional skills are preferred but not mandatory.

Requirements
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Please only apply and press yes if you have read the requirements, education, experience and certifications, and match these.
Location
Papua New Guinea, Australia