Job Summary:

We are seeking an experienced CRM Subject Matter Expert (SME) with a strong background in the banking sector, specifically in contact center operations, to lead and support the implementation of a CRM system. The SME will serve as a bridge between business stakeholders, IT, and vendor teams to ensure the CRM solution enhances customer engagement, optimizes agent workflows, and aligns with regulatory and operational standards.

Key Responsibilities:

• Act as the functional expert for CRM implementation with a focus on contact center integration and optimization.
• Collaborate with cross-functional teams (Business, IT, Contact Center Ops, Compliance, etc.) to gather and validate requirements.
• Define and document use cases, customer journeys, and agent workflows.
• Provide insights into banking-specific CRM best practices, compliance considerations, and customer service trends.
• Evaluate CRM platform features (e.g., Salesforce, Microsoft Dynamics, Oracle, etc.) to align with the bank's strategic goals.
• Guide configuration and customization efforts to meet banking and contact center requirements.
• Support data migration, system integration (IVR, CTI, core banking systems), and UAT.
• Deliver training and documentation for end-users and support teams.
• Ensure that CRM deployment delivers a seamless omnichannel experience and improves customer satisfaction KPIs.
• Monitor and assess CRM performance post-implementation and recommend enhancements.

Required Qualifications & Experience:

• Bachelor’s degree in Business, IT, or a related field; Master’s preferred.
• 5+ years of experience with CRM systems in the banking or financial services industry.
• Proven experience in CRM implementation (as a consultant, analyst, or product owner), especially in contact center environments.
• Strong understanding of contact center technologies (CTI, IVR, ACD, omnichannel platforms).
• Knowledge of banking regulations, customer service standards, and operational risk.
• Familiarity with CRM tools such as Salesforce Service Cloud, Microsoft Dynamics 365, Oracle CRM, or equivalent.
• Excellent stakeholder management, documentation, and communication skills.
• Ability to translate business needs into technical solutions and vice versa.

Preferred Skills:

• CRM certifications (e.g., Salesforce Certified Consultant, Microsoft Dynamics Functional Consultant).
• Experience with agile implementation methodologies.
• Background in business process reengineering or change management.
• Understanding of data privacy and information security standards (e.g., GDPR, PCI DSS, local banking regulations).