Summary
Date Posted: Monday, September 02 2024, Base Salary: Not Disclosed

JOB DETAILS:
System Admin: Contact & Digital Channels
Posting Country: Tanzania, United Republic of
Date Posted: 30 Aug 2024
Full Time / Part Time: Full Time
Contract Type: Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

What you’ll do
Role purpose:
System Administrator: Contact centre and Digital Channels is responsible for the administration and management of contact centre systems, IVR, digital care and social media channels, knowledge base portals for the agents servicing the customers, customer surveying platform and administration of the automated testing.

Key accountabilities and decision ownership
The person in this role will be responsible for the following;
• Administration and management of contact centre system by ensuring IVR flows are developed, tested, deployed and continuously evolved as per business requirements, architecture underlying the contact Centre solution is well maintained, always available, operates under optimal conditions and offers redundancy at all times. Ensuring the customer surveys are sent on timely manner and evolved overtime to meet the customer and business needs.
• Administration and management of social media and digital channels by use of Artificial Intelligence, NLP technologies, and cognitive machine learning in order to Maintain and enhance social media, voice biometrics and chatbot platforms to meet changing needs as well integration of these platforms with other third parties
• Ensuring security patches, vulnerabilities, change managements, checklists, user reviews and compliance within the customer experience section are within the SLA
• Timely management and resolution of all problems, incidents request from all stakeholders as per agreed SLA
Who you are

Core competencies, knowledge and experience
• Good Analytical and problem solving Skills
• Good communication skills, team player and can experience and learn fast
• Curious about automations and artificial intelligence
• Detail oriented and able to apply critical thinking whilst operating with precision.
Must have technical/professional qualifications:
• B.Sc. in Computer Science/ Computer Engineering or Electronics and Communication science IT Systems administration.
• 1-3 years’ experience in the telecommunication/ IT environment with good knowledge on contact center and social media solutions
• Working experience in Artificial Intelligence, NLP technologies, Automations and cognitive machine learning
• Working experience on programming languages such as java as Application Programming interfaces such as Json, Soap UI
• Working knowledge on RDBMS Databases – MS SQL Server, MySQL, Oracle, Maria etc.
• Working knowledge on Windows Server 2016 and above, Red hat UNIX/Linux Operating Systems, Load balancers.
• Prior Experience in contact centers and social media channels is an added advantage

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
Interested and Qualified? Click here to apply

All Jobs

QUICK ALERT SUBSCRIPTION