Omni Channel Solution Architect
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 meetingsDesign 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 applicationsCRM 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 documentationDevelop and continue to refine CRM implementation standards and toolsPresent tailored demonstrations of the technology solution.Support other areas of the business when contact strategy testing is requiredRecord, own and escalate where required issues impacting real time performanceSupport 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 EmailMaximize agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activitySMS management, creation, changes and testingAmend 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 strategiesCMS housekeeping including new agent administration, agent groups and skill allocationConduct analysis on effectiveness of campaigns to optimise and increase contact rates and collectionsPrepare and circulate intraday reporting for wider stakeholders highlighting any on the day performance risks and mitigating actionsNew dialler agent administration and ensuring agent is on relevant reportingSupport other areas of the business when contact strategy testing is requiredRecord, own and escalate where required issues impacting real time performanceBusiness Process MappingProvide and identify opportunities for optimisationMaintain 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 ManagementCollaborate 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 ManagementFollow 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 ProcessesEnsures AccountabilityAction OrientedBusiness InsightCollaborates Balances StakeholdersDrives EngagementCustomer Focus Position Requirements: Strong Contact / Call Center industry and product knowledgeStrong CRM industry and product knowledgeStrong Knowledge of social media platforms (Facebook, WhatsApp, Instagram, LinkedIn, Twitter, O, 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 systems2+ 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 conceptsExcellent presentation, communication, leadership and client development skills to effectively present information to C-level management, public groups and/or board of directorsExcellent organizational and multi-tasking skills, attention to quality, self-motivation and a strong desire to succeed Excel, SQL, Data AnalyticsPrevious 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 pressureAble to prioritise multiple tasksBe confident in challenging current processes and making sometimes difficult decisionsAbility to communicate in a professional and effective manner at all levels in the business.Demonstrate a high attention to detailGood written, verbal skillsSelf-motivated team playerComputer literate, MS Word, Excel, PowerPoint, preferable accompanied certificationsClosing Skills, Motivation for Sales, Prospecting Skills, Sales Planning, Selling to Customer Needs, Territory Management, Market Knowledge, Presentation Skills, Energy Level, Meeting Sales Goals, ProfessionalismComputer literate, MS Word, Excel, PowerPoint, preferable accompanied certificationsStrong familiarity with CRM applications, and solid working knowledge of current Telecoms technologies, Contact Centre Software and Unified Communications SoftwareAchieve revenue goals, understand that targets need to be met monthlyMaintain 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 mannerAbility to effectively prioritize and execute tasks in high-pressure environmentsBe able to handle a very varied work environmentBe able to handle very highly pressurised environmentMust be self-motivated and self-managed Work ConditionsOvertime may be required in meet project deadlines.Sitting for extended periods of time.Dexterity of hands and fingers to operate a computer keyboard, mouse, andother 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.