Contact Center Subject Matter Expert SME
Contact Center Subject Matter Expert SME
Posted on :
09-04-2025
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1 Vacancy
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Job Description
CRM Subject Matter Expert (SME)
Location: Papua New Guinea
Experience: 5 10 Years
Job Summary:
We are seeking a Contact Center Subject Matter Expert (SME) with strong proficiency in English and extensive experience in deploying contact center solutions within the banking sector. The ideal candidate will have proven experience in gathering business requirements preparing and managing RFPs and coordinating vendor evaluations for contact center solutions. Familiarity with CRM platforms like Salesforce or MS Dynamics 365 specifically for contact center rollouts will be a key advantage. The role demands excellent stakeholder management strong communication skills and the ability to bridge the gap between business needs and technical capabilities.
Key Responsibilities:
- Stakeholder Management: Manage relationships with key stakeholders ensuring alignment between business goals and contact center solution deployment.
- Business Requirement Document (BRD) Writing: Develop comprehensive BRDs that capture business needs workflows and functional requirements for contact center solutions.
- Requirement Gathering: Lead the gathering and documentation of business requirements related to contact center operations ensuring all solutions meet business needs and enhance customer service processes.
- Contact Center Solution Deployment: Oversee and support the deployment of contact center solutions with a strong understanding of industryspecific requirements especially in banking.
- CRM System Knowledge: Preferred experience with Salesforce or MS Dynamics 365 for contact center deployments understanding how these platforms support customer service operations.
- RFP Documentation and Issuance: Prepare and issue Request for Proposals (RFPs) for contact center solution vendors ensuring clarity and completeness of the scope and expectations.
- Vendor Evaluation and Demos: Coordinate vendor demos evaluating the capabilities of potential solutions and reviewing their alignment with business requirements.
- RFP Scoring: Manage and oversee the RFP scoring process to objectively assess vendor proposals.
- Vendor Recommendations: Provide recommendations for vendor selection based on RFP evaluations demos and alignment with business needs.
- TechnoFunctional Expertise: While primarily focused on business aspects the candidate should have some technofunctional knowledge to bridge communication between business stakeholders and technical teams.
Required Skills & Qualifications:
- Strong proficiency in English for effective communication with both business stakeholders and vendors.
- Experience in stakeholder management collaborating with crossfunctional teams to ensure smooth deployment of contact center solutions.
- Expertise in BRD writing and documenting business requirements for contact center systems.
- Banking experience in deploying contact center solutions including understanding the specific needs of the banking industry.
- Experience with Salesforce or MS Dynamics 365 rollout for contact center operations is highly preferred.
- Proven experience in preparing and issuing RFPs coordinating vendor demos and reviewing vendor submissions.
- Strong proficiency in Microsoft PowerPoint to create presentations for senior leadership and stakeholders.
- Proficiency in business skills with the ability to manage endtoend solution implementation while having preferred technofunctional knowledge to engage with technical teams effectively.
Preferred Qualifications:
- Bachelor s or Master s degree in Business Administration Information Systems or a related field.
- Salesforce or MS Dynamics 365 certification is a plus.
- Experience in managing contact center RFPs and vendor management.
- Experience with bankingspecific contact center solutions and understanding of customer service processes in the financial services industry.
stakeholder management,crm system knowledge (salesforce, ms dynamics 365,crm,business requirement document (brd) writing,subject matter experts,rfp scoring,techno-functional expertise,vendor evaluation and demos,contact centers,contact center solution deployment,salesforce,demos,dynamics,microsoft powerpoint proficiency,requirement gathering,sme,rfp documentation and issuance,business requirements,vendor recommendations
Employment Type
Full Time
Key Skills
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