Salary: Up to £40,000 (dependent on experience)
Reporting to: Group Head of IT
Responsible for: Acting as the subject matter expert (SME) for CDER Group's dialler and customer contact centre platforms.
Hours:35 hours over 5 days / Monday - Friday shifts between 07:00 to 18:00
About CDER Group
Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly.
We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed.
As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA.
Introduction
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). The role focuses on designing, building, and optimising outbound/inbound campaigns, maintaining platform performance, and supporting integrations between key systems such as Edge and Orca.
What's in it for you?
- Gym membership contribution: we will give you up to £20 per month towards your gym membership
- Company pension
- 24/7 employee assistance programme
- Company sick pay
- Referral programme
- Discounts and savings available on our bespoke staff rewards platform
- Free onsite parking (excluding City of London)
- Cycle to work scheme
- 25 days holiday, rising to 28
- Regular subsidised social events
- Voluntary service opportunities to a charity of your choice - up to two days per year
- Long service awards
- Enhanced family leave
- Working hours that are flexible
- Extra holiday days available to buy, up to five days per year
- As if that wasn't enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week
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.
- Monitor 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.
- Reduced downtime and operational disruption.
- Successful adoption of AI-driven enhancements.
- Take part in occasional out-of-hours maintenance to complete tasks that cannot be completed within normal office hours
- Any other ad hoc tasks that may be required that commensurate with the level of the post.
Personal qualities, experience and skills
- 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.
- Ability to manage multiple priorities in a fast-paced environm
- Experience of working and exceeding SLA based targets
- Technical Proficiency, a strong understanding of IT systems fundamental
- Capacity to work effectively whilst remaining calm under pressure
- Confident
- Team Player
- Take pride in presentation of work and self
- ITIL accreditation
- Scripting knowledge
- Knowledge of Jira ITSM
- Advanced Microsoft admin skills
- Experience with Edge, Orca or similar platforms.
- Exposure to AI or automation in contact centre environments.
- SQL or data analysis skills.
- Knowledge of financial services or debt collection environments.
Ready to Join Us?
Apply now and start your journey with CDER Group, where you can make a real difference while growing your career.
CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.
If you require any assistance or accommodation due to a disability, please contact the HR department.