Omni Channel Solution Architect (CRM and Communica

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 Telecoms 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 i