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 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 implementation standards and tools
Present tailored demonstrations of the technology solution.
Support other areas of the business when contact strategy testing is required
Record, own and escalate where required issues impacting real time performance
Support 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 Email
Maximize agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and CMS agent activity
SMS management, creation, changes and testing
Amend 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 strategies
CMS housekeeping including new agent administration, agent groups and skill allocation
Conduct analysis on effectiveness of campaigns to optimise and increase contact rates and collections
Prepare and circulate intraday reporting for wider stakeholders highlighting