AI Technician

CDER Group Ltd; Tees Valley; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Gym membership contribution

Company pension

24/7 employee assistance programme

Company sick pay

Referral programme

Discounts on staff rewards

Free onsite parking

Cycle to work scheme

25 days holiday, rising to 28

Regular subsidised social events

Voluntary service opportunities

Long service awards

Enhanced family leave

Flexible working hours

Extra holiday days available to buy

Job summary

CDER Group Ltd in Tees Valley is looking for an AI Technician to act as a subject matter expert for their dialler and customer contact centre platforms. In this role, you will drive efficiency and automation, optimising campaigns while ensuring compliance with relevant regulations.

Applicants should possess strong knowledge of dialler platforms, experience with system integrations, and excellent analytical skills to enhance operational outcomes.

The position offers a range of perks including a gym membership contribution, flexible hours, and 25 days holiday.

Qualifications

• Strong understanding of IT systems fundamentals.
• Experience working and exceeding SLA-based targets.
• Capacity to work effectively under pressure.

Responsibilities

• Develop expertise in dialler and contact centre platforms.
• Configure and optimise dialler strategies.
• Build and manage inbound/outbound campaigns.
• Monitor performance based on KPI analysis.
• Support integration between Edge/Orca and dialler systems.
• Implement AI and automation opportunities.
• Ensure regulatory compliance across all dialler activities.
• Collaborate with Contact Centre’s across the CDER Group.

Skills

Administration of Microsoft o365

Dialler platforms knowledge

Contact centre platforms experience

Campaign management and dialler strategies

System integrations (APIs, data feeds, middleware)

Analytical and problem-solving skills

Managing multiple priorities

ITIL accreditation

Scripting knowledge

Jira ITSM knowledge

SQL or data analysis skills

Experience in financial services or debt collection

Tools

Dialler systems

Edge

Orca

Job description

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.