Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

The Unified Communications Technical Specialist is responsible for gathering requirements, process
mapping, discovering automation opportunities, and implementing automated conversation processes
within customer enquiry channels. This role involves liaising with internal and external stakeholders, as
well as working with external vendor partners. The specialist will engage with wider business units and
the Unified Communications Analyst to continually identify and quantify conversation automation
opportunities.

Responsibilities

Operations Management
Ensure optimal functionality and performance of the relevant platform, supporting both inbound and outbound interactions to enhance customer engagement and consultant interactions. Lead outbound campaign configuration, strategising and executing focused initiatives to accomplish organisational goals. Implement new platform features, integrations, and communication channel types. Develop and maintain IaC using tools like Terraform or similar. Assist with other adhoc tasks as required.

Testing
Develop test plans and conduct functionality and regression testing prior to solution deployment. Leverage the system's APIs to integrate with other systems, optimising data flow and operational efficiency. Conduct A/B testing to refine strategies, leveraging data-driven insights to optimize customer experiences.

Organisational Risk Management
Identify and report potential risks or inadequate controls related to compliance or operational risks. Champion a culture of risk and compliance across the division. Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

Document Management
Maintain comprehensive records of system configurations, ensuring adherence to company policies and industry standards.

Stakeholder Engagement
Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Provide essential support to the broader business, addressing Genesys Cloud-related queries and issues promptly. Manage stakeholder relationships, including documenting requirements, responding to queries, solving problems, and maintaining ongoing communication and engagement.

Change Management
Drive change management initiatives, ensuring seamless transitions, risk management, and user adoption.

Continuous Improvement
Identify and implement improvements to unified communication offerings based on data from customer and process analysis. Create detailed processes and solution design documentation to direct automation development activities.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

Grade 12/ SAQA Accredited Equivalent (Essential); Bcom or Informatics Degree (Essential); Proficient with Genesys Cloud APIs; Comprehensive understanding of both inbound and outbound Automatic Call Distribution (ACD) concepts.

Experience

2 Years' experience within a call centre environment (Essential) Genesys Cloud or similar telephony platform experience (Essential); Advantageous Experience: Previous experience as a Business Analyst or Process Analyst; Experience within Auto & General frontline teams.

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.