Specialist Subject Matter Expert

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Role Purpose/Business Unit:

The main purpose of this position within the Mass and Multi-channel Support Management team is to ensure that, as Vodacom, we deliver an excellent customer experience as well as drive innovation and transformation of legacy processes and activities.

You are accountable for identifying, validating, designing, facilitating the implementation, and tracking the delivery of improvement initiatives for your functional area to support the “Ask Once” ambition strategy.

Your responsibilities will include:

Technology and Operational Support

• Document, manage and maintain business requirements that support Customer Operations, Digital and Technology initiatives.
• Evaluate, test and assist with implementing business and technology solutions on behalf of Customer Operations that enhance customer experience, operational efficiency and employee effectiveness.
• Coordinate operational readiness, user acceptance testing and implementation activities for new products, processes and system enhancements.
• Monitor post-implementation performance, analyse root causes and drive resolution of operational and system-related issues.
• Act as the liaison between business and technology teams, ensuring customer-facing systems and tools effectively support frontline and back-office operations.

Innovation and Transformation

• Identify opportunities for innovation and transformation, i.e., Chatbot, Automation, AI.
• Drive the delivery of innovation and automation initiatives with supporting departments to improve operational efficiency and effectiveness, fostering a culture of continuous improvement.
• Promote and ensure the adoption and effective utilisation of new technologies and processes within CBU Operations to enhance productivity and performance.
• Align with the agile cadence of supporting departments across Multi-Channel Support (CIC) to improve collaboration, flexibility, and initiative delivery.
• Ensure a pipeline for initiatives to drive innovation.

Customer Experience Management

• Assist in coordinating activities associated with all new products, processes, and procedures to ensure that they are integrated into the outsourced operation.
• Create alignment of customer journeys between Frontline and Back Office to ensure end-to-end resolution of customer pain points.

The ideal candidate for this role will have:

• Matric (Essential).
• 3-year diploma/degree in Project Management, Business Analysis or relevant field.
• Agile or Scrum certification (preferred).
• 3-5 years’ experience in Contact Centre and/or Back Office Experience, Customer Operations, Business Support, Digital Enablement or Technology environment.
• Telecommunication Industry (Preferred).
• Call Centre Outsourcing experience (Preferred).

Core competencies, knowledge, and experience:

• Ability to document, maintain and manage business requirements to support Customer Operations, Digital and Technology stakeholders.
• Experience in evaluating, testing and implementing new technologies.
• Experience monitoring solutions post-deployment, identifying operational impacts, analysing root causes and working with technology and support teams to resolve issues and optimise performance.
• Practical understanding of technology infrastructure, with the ability to investigate, troubleshoot and coordinate the resolution of system-related issues.
• Strong stakeholder, partner and vendor management capability, with the ability to build collaborative relationships and drive delivery across cross-functional teams.
• Presentations skills.
• Creative and analytical skills.
• Dynamic personality and the ability to think outside the box.
• Excellent communication skills – written and oral.
• Excellent organisation and facilitation skills.
• Excellent team-working, interpersonal skills.
• Planning and Organising.
• Business Analysis knowledge and/or application.

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 06 October 2026.

The base location for this role is Midrand, Vodacom Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.