Job Description
Description
System administrator – Customer Experience Systems Shall
provide technical expertise to management of all Vodacom contact centre systems
touchpoints as well as administration of the automated testing platform and monitoring
tool.
The role is responsible for the administration and management of call center
system and IVR, digital care and social media channels, knowledge base portals
for the agents servicing the customers, customer surveying platform,
administration of the automated testing and monitoring platform of all vodacom
IT systems.
Key Accountabilities
Key accountabilities and decision ownership
•Administration and management of contact centre system by ensuring IVR flows
are created, tested, deployed and continuously evolved as per business
requirements, architecture underlying the contact Center 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
•Administration and management of the automated monitoring platform by ensuring
all IT servers are monitored under ITNOC, Vodacom products and services are on
boarded on automated testing platform and provides optimal performance as per
business needs
•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
Competencies, Qualifications and Experience
Core competencies, knowledge and experience
•Excellent Analytical and problem solving Skills
•Excellent communication skills, team player
•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 2012 and above, Red hat UNIX/Linux
Operating Systems, F5 Load balancers.
Vodacom Tanzania
Dar es salaam
Posted over 2 years ago
