🚀 We’re Hiring: Omni Channel Solution Architecture Senior Specialist

📍 Location: Johannesburg
🏢 Business Unit: Merchant Operations Division
👤 Reports to: Executive Head: Customer Care

⭐ Role Purpose

At Lesaka, we are building a future‑ready, integrated customer care ecosystem that delivers seamless, consistent, and intelligent experiences across every customer touchpoint.

The Omni Channel Solution Architecture Senior Specialist is responsible for designing and implementing end‑to‑end omnichannel solutions that unify voice, digital, and emerging channels. This role enables scalable, efficient, and customer‑centric service delivery through strong architecture, integration, and innovation.

This role is ideal for a highly skilled and forward‑thinking solution architect who can combine technology, AI, automation, and operational insight to transform customer care at scale.

🎯 Primary Focus

To design and architect end‑to‑end omnichannel solutions that integrate customer care platforms, AI, automation, and digital channels — enabling seamless customer journeys, improved service efficiency, and scalable innovation across the customer care environment.

🔍 Key Responsibility Areas & Associated Tasks

🧩 1. Omnichannel Solution Architecture

• Design end‑to‑end omnichannel architectures across voice, digital, and emerging channels
• Translate business requirements into scalable, API‑driven solutions
• Develop architecture blueprints, standards, and reusable frameworks

🤖 2. AI & Automation Enablement

• Identify opportunities for automation and self‑service across customer care
• Design chatbot, workflow, and AI‑driven solutions
• Collaborate with Technology teams to implement, optimise, and scale automation

⚙️ 3. Systems & Process Optimisation

• Evaluate and optimise CRM, ticketing, and support systems
• Streamline workflows and case‑management processes
• Recommend tools, integrations, and enhancements to improve efficiency and experience

🚀 4. End‑to‑End Delivery & Implementation

• Define initiative scope, timelines, and success metrics
• Coordinate with Technology and business stakeholders for delivery
• Ensure successful rollout, adoption, and handover of solutions into BAU

🔄 5. Change Management & Adoption

• Develop training, enablement, and support materials
• Drive adoption of new systems, tools, and processes
• Support stakeholders through change initiatives to ensure sustained uptake

📊 6. Performance & Continuous Improvement

• Define and track KPIs for customer care effectiveness and efficiency
• Analyse customer and operational performance data
• Drive continuous optimisation of systems, journeys, and service experiences

💡 Key Competencies Required

• Innovative thinking and strong solution‑design capability
• Deep systems architecture and integration expertise
• Analytical thinking and data‑driven decision‑making
• Strong stakeholder collaboration and influence
• Results orientation with strong execution focus
• Ability to drive change, adoption, and continuous improvement

🎓 Experience & Qualifications

Minimum Experience

• 5+ years’ experience in omnichannel architecture, solution design, or systems engineering
• Proven experience delivering AI, chatbot, or automation solutions

Preferred Experience

• Experience in fintech, payments, or customer care environments
• Experience working across CRM, contact centre, and digital platforms

Qualifications

• Degree in Information Systems, Computer Science, Engineering, or a related field
• Architecture, AI, or project management certifications advantageous

🌟 Our Values

At Lesaka Merchant, we are guided by four core values:
✔ Entrepreneurial Spirit – We innovate boldly and act with ownership
✔ Integrity – We operate with honesty, trust, and transparency
✔ Collective Wisdom – We collaborate and leverage shared expertise
✔ Bias to Action – We deliver with urgency, discipline, and focus

📌 Preference will be made to support EE / AA measures.

🔥 Ready to Shape the Future of Customer Care?

If you're driven by innovation, architecture excellence, and building scalable omnichannel solutions, this role offers the opportunity to play a pivotal role in transforming Lesaka’s customer care ecosystem.

📩 Apply now — or share this opportunity with someone exceptional!

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