Job Title: Head of Digital CX - Solutions Lead

Location: Cape Town, South Africa

Responsible for solution ideation and design of customer experience (CX) solutions.
Skilled in designing overall technical architecture and creating Solution Design Documents.
Review business context for solutions and recommend potential options.
Communicate the architecture to internal and external stakeholders and collaborate on formalization.
Ensure solutions align with standard guidelines and fit specific business purposes.
Set up frameworks, create solution prototypes, recommend best practices, and participate in technology selection.
Responsible for web development using microservices architecture.
Understand systems integration and deployment models.
Conduct architectural system evaluations and analyze client's technology environments.
Create blueprints of solutions, identify potential roadblocks, and recommend foolproof architectures.
Collaborate with project management and development teams.
Design data flow from API calls, databases, and other technologies fitting into the design.
Understand Natural Language Processing (NLP) techniques for text representation and data modeling.

Minimum of 16 years of overall experience.
At least 10 years of hands-on experience in designing CX solutions on an enterprise level or large-scale deployments.
Strong expertise in Contact Center as a Service (CCaaS) solutions like NICE, Genesys, AWS.
Strong technical knowledge and experience in Node.JS, Kafka, Cloud Telephony with RT audio streaming & CTI integrations, JAVA, and Web Socket.
At least 5 years’ experience in a Digital Solution Architect role.
3+ years of experience designing and deploying CX solutions like CCaaS, Conversational AI, Generative AI models.
Excellent communication and presentation skills are highly required.
Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage.
Ready to work in flexible time zones as per client requirements.

Hands-on experience in backend and frontend technology and frameworks such as Next.JS, Nest.JS, GraphQL, etc.
A proven track record of delivering high-quality customer experience solutions at scale.
Experience in applying architectural principles to large-scale CX deployments.