CCaaS & Chatbot Product Specialist

DIGI Outsource; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading digital gaming company based in Cape Town is seeking a Product Specialist to manage Contact Center as a Service (CCaaS) systems and enhance customer management processes. You will be responsible for system administration, chatbot optimization, and cross-functional project management, ensuring high-quality user experiences and continuous process improvement. Ideal candidates have a solid understanding of online technology and at least a year of relevant experience. The position offers comprehensive benefits and a healthy work environment.

Benefits

Comprehensive learning and development programmes

Performance feedback system

Employee Assistance Programme

Free on-site gym

Qualifications

• 12+ months experience with CCaaS systems, including configuration and system administration.
• Strong stakeholder engagement skills.
• Experience with chatbot UX.

Responsibilities

• Configure and maintain CCaaS and customer management systems.
• Build, configure and optimise chat bots for operational goals.
• Lead cross-functional projects and manage timelines.
• Drive process improvements and implement data-driven solutions.
• Provide insights for decision-making based on customer interactions.
• Liaise between technical teams and management.

Skills

Online technology understanding

Communication skills

Collaboration skills

Analytical mindset

Education

Relevant tertiary qualifications

Tools

Power BI

Tableau

JIRA

Confluence

Job description

A leading digital gaming company based in Cape Town is seeking a Product Specialist to manage Contact Center as a Service (CCaaS) systems and enhance customer management processes. You will be responsible for system administration, chatbot optimization, and cross-functional project management, ensuring high-quality user experiences and continuous process improvement. Ideal candidates have a solid understanding of online technology and at least a year of relevant experience. The position offers comprehensive benefits and a healthy work environment.