Omni Channel Solution Architect (CRM and Communication)

 

Recruiter:

Green Marble Recruitment Consultants

Job Ref:

JHB001264/DDT

Date posted:

Thursday, March 17, 2022

Location:

Johannesburg, South Africa

Salary:

40 000 Monthly


SUMMARY:
This position provides an excellent opportunity to grow one’s expertise and utilising fresh ideas and solutions to clients. Implementing customer engagement strategies, solution design and architecture forms part of this role. Understanding of VOIP and API Technologies, CRM and diallers experience is essential. Implementing CRM / ERP / Helpdesk applications is essential.

JOB DESCRIPTION:

Minimum requirements:
  • 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
  • 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
  • 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)
  • 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 
Duties and 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 optimization
  • 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.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.


 

 

 

Similar jobs you might be interested in:

Senior Full Stack Developer
Location: Johannesburg
Salary: 100 000 Monthly
A print company based in Selby, Johannesburg that provides secure digital and print communication solutions in South Africa, including data protection, document management and fulfilment are currently seeking a Senior Full stack Developer. The position is for an experienced, self-driven and strategic-thinking Full Stack Developer who enjoys a hands-on role solving complex problems. Design, develop...
17 days ago


Professional Services Implementation Specialist
Location: Johannesburg
Salary:
Are you a Quadient Inspire professional looking for a remote opportunity where you can work on complex implementation projects, document composition solutions, system integrations, and automation initiatives? Join a dynamic team where your expertise in Quadient Inspire, C#, PowerShell, and data processing will play a key role in delivering innovative customer communication management solutions.
1 day ago


Sales Manager: Technology, Software, and Cybersecurity - Johannesburg
Location: Johannesburg
Salary: R68 000 Monthly
Role PurposeThe Sales Manager will be responsible for driving revenue growth and expanding the market presence of a Secure Signing solution across South Africa and regional markets. This is a hands-on, player-coach role requiring a strong individual sales performer who can lead and develop a sales team while personally securing new business and managing high-value opportunities.The successful cand...
4 days ago


Microsoft Dynamics Consultant
Location: Johannesburg
Salary: R45 000 - R90 000
ERP Consultants
4 days ago


Data Engineer
Location: Johannesburg
Salary:
One of South Africa's Banking Giants is looking for a Data Engineer to join their team.
3 days ago


Business Development Manager – Enterprise Networking – Midrand
Location: Midrand
Salary:
Business Development Manager – Enterprise NetworkingMidrand, Gauteng | Permanent, Full-time | Office BasedReady to lead growth in the enterprise networking space?Our client, a well-established name in the South African IT channel, is looking for a Business Development Manager to drive revenue and expand market presence across its Enterprise Networking portfolio. This is a visible, high-impac...
16 days ago


System Integration and Cutover Lead
Location: Johannesburg
Salary: Monthly
Psybergate is an IT company that builds bespoke software solutions and provides highly skilled resources to its clients.Our client, a leading organisation within the financial services sector, is looking for an experienced System Integration and Cutover Lead to join their Enterprise Finance and P&O Technology team on a 12-month contract opportunity based in Sandton (Onsite). The role will...
18 days ago


Technical and System Integration Lead
Location: Johannesburg
Salary: Monthly
Psybergate is an IT company that builds bespoke software solutions and provides highly skilled resources to its clients.Our client, a leading organization within the financial services sector, is looking for an experienced Technical and System Integration Lead to join their Enterprise Finance and P&O Technology team on a 12-month contract opportunity based in Sandton (Onsite). The role wi...
18 days ago


SYSTEMS SALES SPECIALIST – POWER SYSTEMS
Location: Midrand
Salary:
A global leader in electrification, automation and digitalisation is expanding its Power Systems business across Southern Africa.The organisation delivers integrated technology solutions spanning connected products, automation, software and services, helping customers improve energy efficiency, operational performance, sustainability and resilience across critical infrastructure, industrial facili...
22 days ago


Head of Investment Technical Support
Location: Johannesburg
Salary: Market Related
Head of Investment Technical Support
37 days ago


Create a free job alert for Omni Channel Solution Architect (CRM and Communication) in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions

 

Jobseekers

Register your CV Search jobs CV writing

Recruiter

Advertise jobs Search the CV database

General

Disclaimer Terms and conditions Privacy policy Cookie policy POPIA manual Unsubscribe

© Copyright 2026 Job Placements. All Rights Reserved.