DIGIT is an open-source, configurable, extendable, modular, digital infrastructure that enables local governments to deliver municipal services to citizens in an efficient, inclusive, and transparent manner.
Job overview
- 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.
Responsibilities
- 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.
Skills
- Solid understanding of online technology and contact center platforms.
- 12 months experience with CCaaS systems, including configuration and system administration duties.
- 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.).
Method of Application
Meet the qualifications? Apply now at DigiOutsource on myhcm.wd3.myworkdayjobs.com