6 дней назад
Specialist Subject Matter Expert (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Specialist Subject Matter Expert (AI): Driving customer operations improvement and technology transformation initiatives at the Vodacom Campus in Midrand, with an accent on business requirements, solution implementation, customer experience, and operational efficiency. Focus on coordinating testing and readiness, integrating automation and AI solutions, analysing root causes, and aligning frontline and back-office customer journeys.
Location: Midrand, Vodacom Campus, Johannesburg, South Africa
Company
/Vodacom is a telecommunications company focused on customer operations, digital enablement, technology transformation, and service innovation.
What you will do
- Document, manage, and maintain business requirements for Customer Operations, Digital, and Technology initiatives.
- Evaluate, test, and support the implementation of business and technology solutions that improve customer experience, operational efficiency, and employee effectiveness.
- Coordinate operational readiness, user acceptance testing, and implementation activities for new products, processes, and system enhancements.
- Monitor post-implementation performance, investigate root causes, and coordinate resolution of operational and system-related issues.
- Drive innovation, automation, and AI initiatives while supporting the adoption of new technologies and processes.
- Align frontline and back-office customer journeys and act as a liaison between business, technology, support, and vendor teams.
Requirements
- Matric qualification.
- Three-year diploma or degree in Project Management, Business Analysis, or a relevant field.
- Three to five years of experience in Contact Centre, Back Office, Customer Operations, Business Support, Digital Enablement, or Technology environments.
- Experience documenting requirements, evaluating and implementing technologies, monitoring post-deployment solutions, and troubleshooting system-related issues.
- Strong stakeholder, partner, vendor management, communication, presentation, facilitation, planning, organisation, analytical, and teamwork skills.
Nice to have
- Agile or Scrum certification.
- Telecommunications industry experience.
- Call Centre Outsourcing experience.
Culture & Benefits
- Equal-opportunity workplace with a focus on diversity and inclusion.
- Incentive programs and competitive benefits.
- Retirement funds, risk benefits, and medical aid benefits.
- Cell phone and data benefits, fibre connection discounts, and partner staff discounts.
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