AI Technician

About the role

The AI Technician will act as the subject matter expert (SME) for CDER Group’s dialler and customer contact centre platforms, driving efficiency, automation, and innovation across all group companies (CDER, Rundles, Advantis, CES).

Responsibilities

• Own and develop expertise in dialler and contact centre platforms across the group.
• Configure and optimise dialler strategies (predictive, progressive, preview).
• Build, test and manage inbound and outbound campaigns, including segmentation and pacing whilst introducing AI bots.
• Maintain performance and deliver continuous improvements based on KPI analysis.
• Support and enhance integration between Edge/Orca and dialler systems.
• Troubleshoot system, dialler and data flow issues, working with vendors where needed.
• Implement AI and automation opportunities to improve customer and operational outcomes.
• Ensure regulatory compliance (FCA, GDPR, Ofcom) across all dialler activities.
• Collaborate with Contact Centre’s across the CDER Group.
• Collaborate with Digital Transformation team.
• Onsite and Remote support and occasional travel to other sites to provide contact centre support.

Key outcomes / KPIs

• Improved dialer efficiency and agent productivity.
• High-performing, optimised campaigns.
• Reliable integration between systems.
• Reduced downtime and operational disruption.
• Successful adoption of AI-driven enhancements.

Qualifications

• Good knowledge in administration of Microsoft o365.
• Good knowledge of dialler platforms.
• Experience with contact centre platforms or dialler systems.
• Strong understanding of campaign management and dialler strategies.
• Experience supporting system integrations (APIs, data feeds, or middleware).
• Strong analytical and problem-solving skills.
• Able to manage multiple priorities in a fast-paced environment.
• Experience of working and exceeding SLA based targets.
• Technical proficiency, a strong understanding of IT systems fundamentals.
• Capacity to work effectively whilst remaining calm under pressure.
• Confident.
• Team player.
• Take pride in presentation of work and self.

Skills

• ITIL accreditation (desirable).
• Scripting knowledge (desirable).
• Knowledge of Jira ITSM (desirable).
• Advanced Microsoft admin skills (desirable).
• Experience with Edge, Orca or similar platforms (desirable).
• Exposure to AI or automation in contact centre environments (desirable).
• SQL or data analysis skills (desirable).
• Knowledge of financial services or debt collection environments (desirable).