Omnichannel and Chatbots

Short Description

Responsible for the end-to-end planning, solution design, and implementation of customer channel platforms across modern and legacy touchpoints, including omnichannel, chatbots, messaging, USSD, and SMS. Ensures scalable, reliable, and integrated channel capabilities that enhance customer experience, enable business growth, and align with enterprise architecture and operational standards

Long Description

Job Description

• Lead the planning, architecture, engineering, and delivery of channel management platforms across omnichannel, chatbots, messaging, USSD, SMS, and other customer touchpoints

• Translate business and customer experience requirements into scalable, secure, and high-performance technical designs

• Own end-to-end system engineering including solution design, development, integration, testing, deployment, and lifecycle management

• Define APIs, integration patterns, and reusable components to enable seamless interoperability across core systems and digital channels

• Ensure platform reliability, availability, observability, and performance through proactive monitoring, automation, and capacity planning

• Drive DevOps practices, CI/CD pipelines, and infrastructure automation to accelerate delivery and improve quality

• Collaborate with business, digital, network, and vendor teams to align roadmaps, releases, and technical standards

• Manage vendors/partners and oversee delivery timelines, risks, and costs

• Continuously modernize legacy channels and introduce new technologies to improve customer engagement, efficiency, and scalability

Technical Skills:

Strong programming fundamentals with proficiency in Python, JavaScript, or Java
Solid SQL and relational database concepts (queries, joins, data modeling)
Understanding of REST APIs, JSON, and system integrations
Knowledge of web/client–server architecture and SaaS/cloud platforms
Ability to analyze, clean, and manipulate data (CSV/Excel/Sheets)
Basic scripting or automation mindset to eliminate manual processes
Familiarity with Git/version control and basic command-line usage
Familiarity with leading AI SaaS tooling ecosystems (LLMs such as GPT, Claude, Gemini; AI coding platforms like Cursor, Replit, etc.)
Effective use of AI coding assistants and agentic tools (e.g., AI-augmented prompts that generate, refine, and test code)
Linux fundamentals and command-line proficiency (shell, processes, logs, networking basics)