Product Specialist at DigiOutsource

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion, and superdrive will help us achieve our vision.
• As a Product Specialist, you’ll work primarily on our Contact Center as a Service (CCaaS) and customer management systems and supporting the delivery of efficient and optimised operational processes within the Customer Service Centre, covering daily workflow implementation, process improvement initiatives, and cross-team collaboration.
• This will help us excel at delivering consistent, high-quality support experiences and driving continuous improvement, ensuring we stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

Systems Administration & Maintenance

• Configure and maintain our CCaaS and customer management systems based on business requirements.
• Perform regular system audits, clean-ups, and escalate bugs or issues as needed.
• Analyze, design, and manage system features in collaboration with technical teams.
• Communicate system updates and coordinate roll-out plans.
• Upload and manage customer-facing content such as email templates and canned responses.
• Gather feedback for system improvements and provide troubleshooting support.
• Conduct thorough testing of new features pre- and post-deployment.

Chat Bot Management

• Build, configure, and optimize chat bots within the CCaaS to enhance customer experience.
• Ensure bots are aligned with operational goals and updated based on performance insights.
• Conduct UAT before deploying updates or new features.

Project & Stakeholder Management

• Lead and support cross-functional projects, ensuring alignment with business objectives.
• Manage project timelines, deliverables, and resource planning using tools like JIRA.
• Facilitate stakeholder engagement, provide regular progress updates, and ensure effective handovers.
• Identify and mitigate technical impediments, ensuring quality standards are met.
• Support implementation of new products and features, especially those impacting customer communication and CMS.

Process Management & Operational Development

• Drive process improvement initiatives across operational teams.
• Ensure systems and processes are scalable and aligned with long-term product vision.
• Identify inefficiencies and implement practical, data-driven solutions.
• Maintain documentation and ensure continuity of operational knowledge.

Reporting & Insights

• Utilize data platforms to extract, interpret, and present data related to customer interactions and system performance.
• Collaborate with analytics teams to resolve data discrepancies and define reporting requirements.
• Provide insights on digital enhancements and operational metrics to inform decision-making.

Management Support & Communication

• Act as a liaison between technical teams, stakeholders, and senior management.
• Translate complex technical concepts into accessible language for non-technical audiences.
• Ensure all changes are clearly communicated and documented for continuity and succession planning

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Solid understanding of online technology and contact center platforms.
• 12 months experience with CCaaS systems, including configuration and system administration duties.

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• CCaaS relevant certifications
• Relevant Tertiary Qualifications
• Experience in CCaaS system configuration and chatbot UX.
• Familiarity with BI tools (Power BI, Tableau, , etc).
• Project management experience (Agile, Jira, Confluence, etc.).