Career Opportunities at Vodacom

Role purpose:

• To document, scope, implement continuous improvement in User Experience in TOBi using design thinking and user experience frameworks

Your responsibilities will include:

Chatbot technologies

• Work with Chatbot Technologies to design Conversational experiences
• Translate business requirements into actionable technical specifications and ability to train Bot on utterances, intents and entities.

UX

• Do root cause analysis on top customer impacting issues
• Design conversational flows

Troubleshooting

• Analyse, identify and test bugs in Chatbot environment by liaising with technology teams

Testing and optimization

• End-to-end testing of Chatbot journeys.
• Customer feedback and optimization

Reporting

• Report to key stakeholders on the performance of Chatbot interactions 

The ideal candidate for this role will have:

Must have technical/professional qualifications: 

• Matric is essential.
• 3-year degree/diploma is essential (pref B.Com)
• Relevant job-related experience

OR

• Matric is essential.
• Job-specific certification / short diploma's / short courses 
• Relevant job-related experience

Experience:

• Understanding of call center processes and technologies
• User Experience (UX
• Customer centric
• Analytical thinking
• Excellent verbal and written communication skills

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Role purpose:

• To provide data analysis and insights into customer behavior and chatbot performance. 

Your responsibilities will include:

Data Analytics

• Create self-service dashboards using BI tools, such as Splunk, Qlik and Grafana.
• Provide insights into management reporting.
• Create AI reporting capabilities to forecast trends and outages.

Reporting & Insights

• Provide daily reporting, on chatbot performance, to management.
• Create management reports using BI tools, such as Splunk, Qlik and Grafana.
• Document and implement reporting best practices to ensure data integrity.
• Apply machine learning techniques to determine trends data.
• Provide insights into monthly and weekly performance of the chatbot.

Testing and optimization

• End-to-end testing of Chatbot journeys
• Customer feedback and optimization

The ideal candidate for this role will have:

• Matric is essential
• 3 year degree/diploma is essential (pref B.Com)
• Minimum 3 years relevant job-related experience 

OR

• Matric is essential
• Job-specific certification / short diploma's / short courses in the field of data analytics
• Minimum 5 years of relevant job-related experience

Experience:

• Splunk
• Qlik
• SQL (Oracle)
• AWS
• Analytical thinking
• Excellent verbal and written communication skills