Omni Channel Solution Architect - Agile People - West Johannesburg

Omni Channel Solution Architect Description: You will be responsible for delivering consistent output of our customer engagement strategies on a daily basis. Liaising closely with Operations managers, Team Leaders and Resource planning teams, you will ensure execution of the strategies is per our design. This will be an excellent opportunity for you to utilise and grow your expertise and bring in new ideas and solutions to the business. This position will entail B2B customer engagement and solution design, architecture, and implementation with ongoing support. Liaising closely with Operations managers, Team Leaders and Resource planning teams. This will be an excellent opportunity for you to utilise and grow your expertise, bringing in new ideas and solutions to the client base and business. Education: A bachelor's degree in business management, administration, or a related field is required for this job. Previous years of work experience in a business development managing capacity can be helpful. Business and leadership certifications are a plus. Or Bachelor of Science. Duties & Responsibilities: Omnichannel contact center, CRM and Dialler solution skill specialization. Understanding, consulting, mapping, and scoping of customers business processes and workflows. Assessment, engagement and scoping of API integrations with 3rd party products. Social media, SMS, WhatsApp, Web-Chat, Email and Voice configuration and implementation. Basic debugging of LAN/WAN network, VoIP and Web Services. Identify the client's sales, marketing and customer service requirements through discovery meetings Design and lead the system architecture process, in partnership with the Development Team, to create, define specifications for and implement customisations for any custom code or data migration requirements using various reporting tools and applications CRM implementations through all project phases including discovery, definition, build, test and deploy. Serve as clients' main point of contact throughout all project phases, effectively manage associated issues and risks and ensure on-time and on-budget implementation delivery that meets clients' needs and requirements. Scoping of new features, feature enhancements and custom requirements with submission, delivery tracking and testing. Conduct end-user training and create and maintain knowledge transfer documentation Develop and continue to refine CRM implementation standards and tools Present tailored demonstrations of the technology solution. Support other areas of the business when contact strategy testing is required Record, own and escalate where required issues impacting real time performance Support in the development and deployment of new campaigns and strategies across multiple contact channels including specification of requirements, design and build, testing and release. Accountable for the day-to-day maintenance and intra-day execution of multiple customer engagement strategies including to Dialler, IVR, SMS and Email Maximize agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activity SMS management, creation, changes and testing Amend planned intraday schedules to deliver optimum collections by making real time decisions based on monetary and schedule forecasts reacting to business needs across all platforms. Maintenance of Dialler lists, jobs, campaigns and phone strategies CMS housekeeping including new agent administration, agent groups and skill allocation Conduct analysis on effectiveness of campaigns to optimise and increase contact rates and collections Prepare and circulate intraday reporting for wider stakeholders highlighting any on the day performance risks and mitigating actions New dialler agent administration and ensuring agent is on relevant reporting Support other areas of the business when contact strategy testing is required Record, own and escalate where required issues impacting real time performance Business Process Mapping Provide and identify opportunities for optimisation Maintain an agreed set of artifacts and lead business process mapping and efficiency work, including methodology and approach, workshop facilitation, and maintenance of appropriate business process and enterprise-wide requirements, to support the wider change agenda. Change Management Collaborate with technical experts and business units to determine the best possible reporting mechanisms. Be a liaison between Product Development, Technology, and internal business units including Customer, Go To Market, Sales, Operations. Counsel and advise users on system capabilities and processes. Manage and coordinate all change activities within project. Self – Management Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained. Demonstrate consistent application of internal procedures. Plan and prioritise, demonstrating abilities to manage competing demands. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs. BEHAVIORAL COMPETENCIES Manages Complexity Optimizes Work Processes Ensures Accountability Action Oriented Business Insight Collaborates Balances Stakeholders Drives Engagement Customer Focus Position Requirements: Strong Contact / Call Center industry and product knowledge Strong CRM industry and product knowledge Strong Knowledge of social media platforms (Facebook, WhatsApp, Instagram, LinkedIn, Twitter, O365, Google Suite) Understanding of VoIP technologies (SIP, WebRTC) Understanding of API technologies (RESTFul, SOAP) Strong analytical understanding of data and reporting. Strong skill with spreadsheet technologies (Excel, Google sheets) Understanding of B.I. Tools (Google Data Studio, Power BI) 2 years of experience in project management, system design, or information systems 2 years (or 3 projects) implementing CRM/ERP/ Helpdesk applications such as Microsoft CRM, Salesforce, Zendesk, Freshdesk, ServiceNow etc. Familiarity with relational and non-relational database concepts Excellent presentation, communication, leadership and client development skills to effectively present information to C-level management, public groups and/or board of directors Excellent organizational and multi-tasking skills, attention to quality, self-motivation and a strong desire to succeed Excel, SQL, Data Analytics Previous experience of working with communication platform such as diallers (essential) Previous experience of using Excel and the ability to perform detail analysis (essential) Previous experience of working within strategic planning (desirable) Previous experience of using SQL (desirable) Experience of delivering work under pressure Able to prioritise multiple tasks Be confident in challenging current processes and making sometimes difficult decisions Ability to communicate in a professional and effective manner at all levels in the business. Demonstrate a high attention to detail Good written, verbal skills Self-motivated team player Computer literate, MS Word, Excel, PowerPoint, preferable accompanied certifications Closing Skills, Motivation for Sales, Prospecting Skills, Sales Planning, Selling to Customer Needs, Territory Management, Market Knowledge, Presentation Skills, Energy Level, Meeting Sales Goals, Professionalism Computer literate, MS Word, Excel, PowerPoint, preferable accompanied certifications Strong familiarity with CRM applications, and solid working knowledge of current Telecom’s technologies, Contact Centre Software and Unified Communications Software Achieve revenue goals, understand that targets need to be met monthly Maintain good working relationships with existing clients previously to enhance client retention and new sales through referrals and references. Identify and develop new and existing referral sources to develop successful referring relationships. Actively identify and generate prospects through strategic sales strategies focusing on customers in target markets. Demonstrated experience in personnel management. Experience at working both independently and in a team-oriented, collaborative environment is essential. Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities. Reacts to project adjustments and alterations promptly and efficiently. Flexible during times of change. Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines. Persuasive, encouraging, and motivating. Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments. Ability to bring project to successful completion through political sensitivity. Strong written and oral communication skills. Strong interpersonal skills. Adept at conducting research into project-related issues and products. Must be able to learn, understand, and apply new technologies. Customer service skills an asset and excellent telephone manner Ability to effectively prioritize and execute tasks in high-pressure environments Be able to handle a very varied work environment Be able to handle very highly pressurised environment Must be self-motivated and self-managed Work Conditions Overtime may be required in meet project deadlines. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects. Physically able to participate in training sessions, presentations, and meetings. Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management. If you think you have what it takes and would like to apply please make contact: crystalwagilebridge.co.za Apply Now

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Omni Channel Solution Architect - West Johannesburg

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