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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

A Technical Lead for Service Operations is responsible for guiding the technical direction of Service Operations projects, ensuring quality, and leading the development team.

Technology that is used in Service Operations support the Contact Centre and include (but not limited) Salesforce, Amazon Connect, Chat, Service Bot and LiveAssist. An understanding of integration for Contact Centre related systems is also preferable including (but not limited) to Core Banking, Credit and Social Media).

Here are the key tasks typically undertaken:

KEY RESULT AREAS

Technical Leadership and Guidance:

Provide technical direction and leadership to the development team.Maintain the coding standards, best practices, and development processes highlighted in the ALM (Application Lifecycle Management)Mentor and coach junior developers and other team members.

Solution Design and Architecture:

Design scalable and high-performance Salesforce solutions.Collaborate with business analysts and stakeholders to translate business requirements into technical specifications.Ensure the architecture aligns with overall business goals and Salesforce best practices.

Development and Customization:

Lead the development of custom Salesforce applications using Apex, Visualforce, Lightning Components (Aura and LWC), and other Salesforce technologies.Oversee the customization of standard Salesforce functionalities and integration with third-party systems.Ensure code quality through code reviews and adherence to best practices.Understanding of Apex classes.

Integration Management:

Design and implement integration solutions between Salesforce and other enterprise systems using APIs, middleware, and ETL tools.Manage data migration and synchronization between Salesforce and other systems.

Performance Optimization:

Monitor and optimize the performance of Salesforce applications.Identify and resolve performance bottlenecks and issues.

Project Management and Collaboration

Collaborate with project managers to plan and manage project timelines, resources, and deliverables.Facilitate communication between development teams, business stakeholders, and other technical teams.

Quality Assurance:

Implement and oversee unit testing, integration testing, and automated testing.Ensure thorough documentation of code and technical specifications.Manage bug tracking and resolution processes.

Release Management:

Work with release managers to plan and execute deployments.Ensure deployment processes are followed and troubleshoot deployment issues.Understanding DevOps management and SDLC with experience using relevant tools (DevOps Manager, Copado, Gearset, Autorabbit)

Security and Compliance:

Implement and enforce security best practices within Salesforce applications.Ensure compliance with organizational policies and regulatory requirements.

Continuous Improvement:

Stay updated with the latest Salesforce features, releases, and industry trends.Identify opportunities for process improvements and implement changes to enhance efficiency and quality.Encourage and facilitate continuous learning and professional development within the team.

Technical Documentation:

Create and maintain comprehensive technical documentation, including architecture diagrams, data models, and integration specifications.Document design decisions, coding practices, and troubleshooting guides.

Stakeholder Engagement:

Engage with business stakeholders to understand their needs and provide technical insights.Present technical solutions and progress updates to stakeholders and management.

By effectively managing these tasks, a Service Operations Technical Lead ensures the delivery of robust, scalable, and high-quality customer service solutions that align with business objectives and technical standards.

ROLE REQUIREMENTS

Bachelors degree (minimum)Honours/Masters - advantageous10+ years IT experienceMinimum of 5 years in leadershipSalesforce Admin certification - advantageousSalesforce Business Analyst/Developer/AppBuilder - advantageousAWS certifications (preferable)

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.

Skills

Education

Closing Date

04 July 2024

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

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