Contact Center Subject Matter Expert - Banking Domain (3-7 yrs)

About the Job:

- We are seeking a highly motivated and experienced Contact Center Subject Matter Expert (SME) with a proven track record in the banking and financial services industry. This role is crucial in driving the successful implementation and optimization of our contact center solutions, ensuring exceptional customer experiences and operational efficiency.

- The ideal candidate will possess a strong blend of business acumen, technical expertise, and exceptional communication skills. You will be instrumental in gathering business requirements, managing RFP processes, and deploying cutting-edge CRM solutions tailored to the banking sector.

Role Overview:

- As a Contact Center SME, you will act as a bridge between business stakeholders and technology teams, translating business needs into actionable technical requirements.

- You will lead the end-to-end lifecycle of contact center solution deployments, from initial requirement gathering to vendor selection and final implementation. Your expertise will be vital in ensuring that our contact center solutions align with industry best practices and deliver measurable business value.

Key Responsibilities:

Business Requirements Gathering and Documentation:

- Conduct thorough analysis of business processes and customer interactions within the banking contact center environment.

- Collaborate with stakeholders across departments to gather and document detailed business requirements.

- Develop comprehensive Business Requirement Documents (BRDs), ensuring clarity, accuracy, and completeness.

Stakeholder Management and Communication:

- Build and maintain strong relationships with key stakeholders, including business leaders, IT teams, and vendors.

- Effectively communicate complex technical concepts to non-technical audiences.

- Prepare and deliver compelling presentations using PowerPoint to articulate solution proposals and project updates.

RFP Management:

- Lead the development and issuance of Request for Proposals (RFPs) for contact center solutions.

- Establish clear evaluation criteria and scoring methodologies.

- Manage the entire RFP process, including vendor communication, question and answer sessions, and proposal submissions.

- Conduct rigorous vendor evaluations based on pre-defined criteria, including functionality, cost, and technical capabilities.

- Facilitate vendor demos and provide detailed comparative analysis of vendor submissions.

- Present recommendations for vendor selection to senior management.

Contact Center Solution Deployment:

- Drive the implementation and deployment of contact center solutions, specifically within the banking sector.

- Collaborate with vendors and internal IT teams to ensure seamless integration and successful project delivery.

- Oversee user acceptance testing (UAT) and ensure that solutions meet business requirements.

- Provide post-implementation support and address any issues or challenges.

CRM Solution Expertise:

- Utilize your expertise in CRM platforms, particularly Salesforce or Microsoft Dynamics 365, to optimize contact center functionality.

- Configure and customize CRM solutions to meet specific banking requirements.

- Provide guidance and support to users on CRM best practices and functionalities.

Continuous Improvement:

- Stay up-to-date with the latest trends and technologies in contact center solutions and the banking industry.

- Identify opportunities for process improvement and optimization.

- Recommend and implement best practices to enhance contact center efficiency and customer satisfaction.

Preferred Skills & Experience:

Banking Industry Expertise:

- Proven experience working in the banking or financial services industry, with a focus on contact center operations.

- In-depth understanding of banking regulations, compliance requirements, and customer service standards.

CRM Platform Proficiency:

- Hands-on experience with Salesforce Service Cloud or Microsoft Dynamics 365 Customer Service for contact centers.

- Ability to configure and customize CRM solutions to meet specific business needs.

Communication and Presentation Skills:

- Excellent verbal and written communication skills in English.

- Strong presentation skills with proficiency in PowerPoint.

- Ability to effectively communicate with stakeholders at all levels.

Techno-Functional Expertise:

- Solid understanding of techno-functional concepts, with the ability to translate business requirements into technical specifications.

- Strong business acumen and analytical skills.

RFP and Vendor Management:

- Extensive experience in managing end-to-end RFP processes, including documentation, scoring, and vendor evaluations.

- Proven ability to conduct vendor demos and provide comparative analysis.

Project Management:

- Ability to manage multiple projects simultaniously.

- Experience with project management methodologies.

Education:

- Bachelor's degree in Business Administration, Information Technology, or a related field.

- Relevant certifications (e.g., Salesforce Certified Service Cloud Consultant, Microsoft Certified: Dynamics 365 Customer Service Functional Consultant) are a plus.

Personal Attributes:

- Strong problem-solving and analytical skills.

- Excellent attention to detail.

- Ability to work independently and as part of a team.

- Proactive and results-oriented.

- Strong interpersonal and relationship-building skills.