Job Description

Role purpose:

The Digital Care Tribe team is responsible for designing and deploying digitized and automated business processes across all of Vodacom's Customer Operations channels. This is part of the Intelligent Automation team made up of Robotics Process Automation and Internal Chatbot (Tobi Assist) squad.
The purpose of the role is to ensure that through automation, Vodacom delivers an unmatched customer experience, reduces the cost of service, reduces churn, and drives revenue across multiple lines of business.

The role of Chatbot Specialist within the Tobi Assist squad works with our Business Analyst to create agent centric Chatbot journeys that optimize the processes they follow to assist customers with their queries when they call into the call centre.
This role requires experience with automation tools and methodologies, working in an agile, collaborative team, and working with other Vodafone operating companies to align, comply, and implemented automation.

Your responsibilities will include:

• Assist with documenting, journey flow creation, testing, monitoring, and maintaining conversational journeys for TOBi Assist
• Work closely with stakeholders to plan, document, design, develop, optimise and maintain Chatbot journeys
• Driving the execution of our Chatbot roadmap across various channels
• Assist with creating meaningful dashboards to measure journey performance, highlight opportunities for enhancement, and track uptime
• Intent, entity, and utterance mapping
• End to end testing of Chatbot journeys
• Familiar with Chatbot technologies and architecture
• Occasionally going to call centres and stores to get input from agents (end users)
• Participate in Chatbot journey demo sessions to stakeholders
• Assist with journey migration planning and execution

The ideal candidate for this role will have:

Qualification Required

• Matric/Grade 12 is essential
• A relevant 3 year degree/diploma is essential (preferably IT related)
• 3+ years Chatbot experience

Or

• Matric/Grade 12 is essential
• 5+ years Chatbot experience
• Job specific qualifications are advantageous

Experience Required

• 3+ or 5+ years' experience working on Chatbot development (qualification dependant)
• Experience leading a team is preferred
• Any development experience using Node.JS, JSON and Rest APIs is advantageous
• Working knowledge of Conversational Ui/UX
• Experience or knowledge of the telecommunications industry, call centre, retail, or telesales environment is preferred
• Work experience within an Agile environment is preferred

Core competencies, knowledge, and experience:

• Good understanding/experience with AI powered chatbots using ML and NLP technology (experience with Microsoft LUIS/CLU is advantageous)
• Experience working on any chatbot platform (i.e. Microsoft Composer, Watson Assistant, Dialogflow, or Amazon Lex). Preference will be given to Microsoft Composer
• Strong analytical skills
• Excellent communication skills and learning mind-set
• A keen interest in exploring new technologies and exploring new trends
• Attention to detail and self-development skills
• Familiar with SDLC and Agile
• Solution-driven with the ability to adapt to change and lead/inspire others
• Experience or knowledge of the telecommunications industry, call centre, retail, or telesales environment is preferred
• Experience working with agile methodologies
• You must be willing to learn and think quick on your feet as this is a very fast pace environment which will test your ability to react to changes and evolving expectations

Closing date for Applications: 17 August 2023.

The base location for this role is, Vodacom Midrand Campus.

The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclu

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of peoplexe2x80x99s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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