278 Dash Bpo Contact Centre Architect Job Description Us Hours jobs in South Africa

Advert reference: uj_001817

Advert status: Online

Apply by: 21 February 2025

Job category: Education and Training

Campus: Auckland Park Kingsway Campus

Contract: Permanent

Remuneration: Market Related

EE position: EE

The University of Johannesburg (UJ) is a vibrant and cosmopolitan university, anchored in Africa and driven by a powerful strategy focused on attaining global excellence and stature (GES). With an emphasis on independent thinking, sustainable development, and strategic partnerships, UJ is an international university of choice. The University is guided by the Vice-Chancellor’s vision of “Positioning UJ in the Fourth Industrial Revolution (4IR) for societal impact in the context of the changing social, political, and economic fortunes of Africa”.

Reporting to the Chief Information Officer within the Information and Communications Systems (ICS) Department, the Director of Information Security Management will be responsible for developing and implementing security strategies, policies and procedures to protect the organisation's data, systems and technology infrastructure from cyber threats and vulnerabilities. Upon joining the Department, you will:

• Be situated at the Auckland Park Kingsway Campus, but not excluded from supporting all campuses.
• Fulfil management, leadership, technical and administrative roles in the Department.

If you join the Department, you will:

• Establish an Information Security Management and Protection Framework for developing and implementing an effective enterprise-wide Information Security Governance and Strategy Programme.
• Define a Cybersecurity strategy and operating model aligned with UJ business objectives with a clear, tracked and measurable cybersecurity plan.
• Assume responsibility for UJ's information security and compliance programme, building and leading a high-performing cybersecurity and compliance team and advisory consultancy to business and IT domain leaders.
• Manage the day-to-day activities, including policies, procedures, training and communication regarding the Information Governance Programme.
• Perform regular IT Security Maturity Assessments for the respective UJ IT areas, including people, processes and technologies.
• Lead the security documentation process to ensure progress and auditability.
• Lead the implementation of a secure system development life cycle.
• Develop, implement and maintain IT security policies, procedures, standards and practices to ensure conformance with generally accepted practices and mandatory legislation / regulations.
• Conduct information assets security risk assessment.
• Lead the implementation and monitoring of information and data quality standards, policies and procedures.
• Oversee the selection, deployment and validation of IT Information security controls to ensure that security and compliance requirements are met.
• Ensure that information security threats are identified, detected, responded to, recovered from and followed up on.
• Ensure security programmes compliancy with relevant laws, regulations and policies to minimise or eliminate risk and audit findings.
• Integrate an Information and Cyber Security Risk Management Framework.
• Present regular reports to UJ executives and auditors on the cybersecurity status of the organisation.
• Collaborate with key stakeholders to proactively identify local issues and areas of risk that impact data quality, availability, and confidentiality. Implement preventive measures and remedial action when required.
• Conduct security audits to identify gaps and implement controls to mitigate risks.

• Degree or any relevant qualification (NQF 8).
• 5 to 8 years' of management experience in an Information Security Management.
• Information security, project management and IT service management experience.
• Outsourced services and management of commercial partners.
• Managing strategic change in a dynamic operating environment.
• Translating broad business needs and understanding the key drivers of enterprise applications.
• Risk assessment and mitigation risk-related industry-standard qualifications such as CISA, CISM or CISSP.

Skills:

• Good interpersonal and communication skills (verbal and written).
• Ability to maintain sound human relations and transfer skills and knowledge.
• Strong decision making and budget control skills.
• Strong Risk management and Cyber security awareness.
• IT Policies and Procedures.
• Collaborating with business managers to determine and deliver value adding IT solutions.
• Ability to manage a multi technology technical support team.
• Knowledge of the latest Information security technologies.
• Firewall standards and protocols.
• Project Management.

Enquiries regarding the job content: Ms Maletsema Phofu on Tel: (

Your application, comprising of a detailed Curriculum Vitae as well as the names and full contact details (including telephone numbers and e-mail addresses) of at least three traceable and credible referees must be uploaded before or on the closing date of the advertised post. Please also attach the following: a copy of your highest academic qualification, proof of registration with professional bodies you might belong to and if applying for an academic position, a list of accredited research output and/ or a portfolio of your creative output.

Please note that the University is obligated, in terms of recent amendments to the Criminal Law (Sexual Offences and Related Matters) Amendment Act 2021 (Act 13 of 2021) , to assess all prospective employees (including applicants) against the National Register for Sex Offenders (NRSO) . The outcome of such an assessment may have an impact upon possible employment with the University.

For more information, please review the following link: Justice/Criminal/NRSO .

Candidates may be subjected to appropriate psychometric testing and other selection instruments.

In conjunction to merit on the basis of qualifications, experience and proven achievements the University of Johannesburg is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups. As necessitated by operational requirements the University reserves the right not to make an appointment to positions advertised. If you have not received a response from the University within 8 weeks of the closing date, you should assume that your application has been unsuccessful.

Job Description

Job Description:

We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions . This role plays a critical part in shaping the future of customer experience by leveraging modern architectures, AI technologies, and multi-channel capabilities.

Responsibilities

Lead the design and implementation of micro-services-based architectures for cloud contact center solutions.
• Develop and implement innovative digital contact center solutions that incorporate AI technologies (e.g., chatbots, voice bots, sentiment analysis) and support multi-channel interactions (voice, chat, video, social media).
• Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration of CCaS solutions with other enterprise systems.
• Stay abreast of the latest advancements in contact center technologies and cloud platforms and translate those innovations into actionable strategies.
• Provide thought leadership and guidance on contact center transformation initiatives, including process optimization, workforce management, and customer journey mapping.
• Contribute to the development of best practices and standards for CCaS architecture and implementation.
• Proven expertise in designing and implementing contact center architectures, including micro-services-based approaches.
• Strong understanding of AI/ML technologies and their application within the contact center domain.
• Experience in designing and implementing multi-channel contact center solutions across voice, chat, video, and social media.
• Experience in one or more relevant industry domains (e.g., insurance, utilities, healthcare) is a plus.

Qualifications

Qualifications:
• Bachelor's/Master's degree in Computer Science, Information Technology, or a related field.
• Certifications in relevant CCaS technologies (e.g., AWS Certified Solutions Architect - Contact Center).
• Contributions to open-source projects or publications related to contact center technologies.

We are looking for a dedicated Call Centre Operator to handle inbound and outbound calls. This role focuses on booking appointments for our specialists, working with interested leads, and ensuring excellent customer interactions. The position offers an opportunity to earn incentives based on target achievement.

• Remote: Monday to Friday, 9 AM to 5 PM PST (5 PM to 3 AM SAST)

• Handle inbound and outbound calls professionally
• Book appointments for specialists with leads who have expressed interest in our services
• Follow up with clients to confirm appointments and provide necessary information
• Maintain a positive customer experience through effective communication
• Achieve targets and earn performance-based incentives

• Excellent verbal communication and phone etiquette
• Experience in handling inbound and outbound calls
• Ability to work with client lists and manage booking processes
• Goal-oriented and motivated to meet and exceed targets

• Entry level

• Full-time

• Other

• IT Services and IT Consulting

Requirements:

• Matric certificate
• Minimum 6 - 12 months outbound sales experience
• Medical GAP and Motor warranty experience is an advantage
• Good communication skills

Benefits:

Guaranteed earnings of R4000 or higher depending on experience + uncapped commission

We are looking for people who are serious about making money. If you meet the above requirements, we would love to have you join our team.

Here’s a rewritten version tailored for a call center agent role:

Position: Inbound Call Center Sales Representative

Role Overview

As the first point of contact for inbound calls, you will engage with customers, assess their needs, provide key information, and drive sales opportunities. Your role is crucial in delivering exceptional service, qualifying leads, and supporting business growth.

Key Responsibilities

1. Customer Interaction: Handle inbound calls efficiently, providing prompt and professional assistance.
2. Sales Qualification: Assess caller needs using qualification criteria such as budget, authority, need, and timeline (BANT).
3. Product Knowledge: Educate customers on services, answer inquiries, and address concerns effectively.
4. Appointment Scheduling: Set up follow-up calls or meetings for the sales team with high-potential leads.
5. CRM Management: Accurately update and maintain customer records in the CRM system.
6. Performance Metrics: Consistently meet or exceed sales quotas and call center targets.
7. Collaboration: Work closely with the sales team to ensure smooth lead handoff.
8. Market Insights: Provide feedback on customer inquiries, emerging trends, and potential service improvements.
9. Call Handling Efficiency: Utilize call center best practices to maximize productivity and customer satisfaction.
10. Time Management: Manage high call volumes while maintaining service quality.
11. Adaptability: Adjust to changing priorities, new products, and evolving customer needs.

1. 2+ years of experience in a call center, inbound sales, or customer service role.
2. Proven ability to meet or exceed sales and call performance targets.
3. Strong verbal and written communication skills.
4. Excellent phone presence with the ability to build rapport quickly.
5. Proficiency in CRM systems and call center technology.
6. Ability to multitask and stay organized in a fast-paced environment.
7. Quick learner with a flexible approach to new information and tools.
8. Schedule Flexibility: Must be available to work within PST to EST time zones.
9. Call Center Expertise: Understanding of call metrics, scripts, and handling high call volumes.

1. 2+ years of experience in a high-volume call center environment.
2. Familiarity with sales automation tools and call center software.