The role involves maintaining and monitoring Vodacom's Chatbot, providing data analysis and insights into its journeys and performance. Responsibilities include familiarity with chatbot technologies, translating business requirements into technical specifications, training the bot on utterances, intents, and entities, creating self-service dashboards using BI tools like Splunk, Qlik, and Grafana, and conducting root cause analysis on top customer journey issues and performance. Troubleshooting involves identifying, analyzing, fixing bugs, and testing repaired journeys in the chatbot environment. Management reports using BI tools and machine learning techniques are also provided. The ideal candidate should have a Matric, a 3-year degree/diploma, 3 years of relevant job-related experience, or a minimum of 5 years of relevant job-related experience. Experience includes understanding call center processes and technologies, Natural Language Processing (NLP) programming, customer-centric thinking, analytical thinking, and excellent verbal and written communication skills. The company offers competitive benefit packages, including retirement funds, risk benefits, medical aid, cell phone and data benefits, fiber connection discounts, and exclusive staff discounts in collaboration with partner companies.
