Specialist: Online Channel – SME at Cell C

Purpose of the Job:

• The Specialist: Online Channel Systems is responsible for the end-to-end ownership, optimisation, and evolution of Cell C’s digital channel platforms, including mobile applications, web, USSD, APIs, and omnichannel systems.
• The role focuses on ensuring scalable, secure, and high-performing digital services, while enabling seamless integration into core BSS environments. The specialist acts as a technical authority within the domain, bridging business requirements, architecture, and engineering to deliver Optimised customer journeys and support Cell C’s digital transformation strategy.

Main Responsibilities:

Digital Channel Architecture & Strategy

• Define and evolve the target architecture for digital channels (App, Web, USSD, APIs)
• Drive modernization initiatives such as PWA, API-first, and microservices adoption
• Align channel platforms with enterprise architecture and cloud strategy

Platform Ownership & Delivery Oversight

• Own the full lifecycle of online channel platforms
• Provide technical leadership across development, testing, and release cycles
• Ensure platform stability, scalability, and performance

Integration & Ecosystem Enablement

• Lead integration into BSS systems including CRM, billing, and provisioning
• Drive API and event-driven integrations across internal and external systems
• Enable real-time and seamless service orchestration

Customer Journey & Omnichannel Enablement

• Design and optimize cross-channel customer journeys
• Enable consistent and seamless experiences across all touchpoints
• Support personalization and contextual customer engagement

Performance & Observability

• Define and monitor key performance indicators including availability, latency, and conversion
• Leverage observability and analytics tools to drive continuous improvement
• Identify and resolve performance bottlenecks

Stakeholder & Vendor Management

• Collaborate with Architecture, Security, Data, and Product teams
• Engage with vendors and partners to ensure delivery alignment
• Provide technical input into solution decisions and governance forums

 Innovation & Continuous Improvement

• Evaluate emerging technologies and digital trends
• Drive innovation in areas such as AI-driven channels, automation, and digital identity
• Continuously improve platform capabilities and customer experience

Minimum Qualification

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field
• Advantageous: Postgraduate qualification or certifications in Cloud, Architecture, or Digital Platforms

Experience

• 5–6 years’ experience in digital platforms, telecom systems, or online channel environments
• Minimum 3–5 years in a specialist or technical leadership capacity
• Proven experience in:
• Digital channel platforms (App, Web, USSD, APIs)
• API-driven and microservices-based architectures
• Integration with BSS systems
• Customer journey orchestration and omnichannel enablement

Technical Competencies

• Digital Channel Platforms: Advanced knowledge of mobile apps (iOS/Android/ Harmony), web platforms, USSD frameworks, and omnichannel systems
• Integration & Architecture: Strong expertise in API design, microservices architecture, event-driven systems, and middleware
• Telco Systems Integration: Understanding of CRM, billing, charging, and provisioning systems within telecom environments
• Cloud & DevOps: Experience with cloud platforms (AWS/GCP), CI/CD pipelines, and containerization technologies
• Data & Analytics: Knowledge of customer data platforms, real-time analytics, and personalization capabilities