Subject Matter Expert; SME

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

Location:

Wichita, KS

We are seeking a Subject Matter Expert (SME) who will bring advanced operational knowledge to the team and act as a critical support resource for both Specialists and Team Leads. In this role, the SME will handle complex or escalated cases, interpret policies, and provide clarity on processes and tools. They will serve as the go‑to authority for nuanced inquiries, ensuring that the broader team is equipped with accurate information and consistent guidance.

This individual will play a central role in maintaining high‑quality standards, supporting calibrations, and partnering closely with Training and Quality teams to enhance overall performance and customer outcomes.

• Provides in‑depth support for complex or escalated customer inquiries, using advanced operational understanding to resolve issues that require higher‑level expertise or nuanced decision‑making.
• Provides expert oversight for a group of roughly 30 agents, acting as a key resource for Specialists and Team Leads by offering timely, accurate guidance on policies, processes, and tools.
• Collaborates closely with the Quality and Training teams to maintain consistency across the operation, helping align communication, standards, and procedures so that customer responses remain accurate, compliant, and aligned with best practices.
• Oversees the development, updating, and accuracy of knowledge documentation, contributing to process improvements and ensuring that operational materials remain current and easy for the team to use.
• Participates actively in calibration sessions to help reinforce operational excellence, aligning interpretations of policy and quality expectations across all teams involved in customer support.

• 3 years of operations experience with deep process knowledge.
• Proven ability to resolve high‑level escalations and navigate ambiguity.
• Strong analytical abilities and skill interpreting policy into practical application.
• Experience developing SOPs, job aids, or knowledge base content.
• Excellent cross‑functional collaboration skills.
• Strong attention to detail and high quality standards.

• Experience with process improvement or root‑cause analysis.
• Background in training or quality calibration support.
• Advanced technical/tool expertise or related certifications.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits:
  
  Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings:
  Secure your future with retirement savings programs, where available.
• Disability Insurance:
  Short‑term disability coverage is…