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
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What’s In It For You
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You’ll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who We Are
You may have already heard of Vodafone – We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.
