A subject matter expert (SME) is the definitive source of knowledge, technique, or expertise in a specific subject area, such as business management, information technology, software development, process engineering. The SME functions as the organizational ambassador for his knowledge area, and he applies his expertise to support an organizations vision and strategic direction.
Main Duties and Responsibilities
A subject matter expert understands, articulates and implements best practices related to his area of expertise. Depending on the work environment, the subject matter expert may lead or be an active participant of a work-group with the need for specialized knowledge. The subject matter expert provides guidance on how his area of capability can resolve an organizational need and actively participates in all phases of the software development life cycle.
Subject matter experts (SMEs) are valuable information resources within a customer call center. SMEs are the go-to people for specific information on products, services, policies, quality, marketing, call center technology and more
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