Shape Customer Experience Innovation – Join Old Mutual as Platform Owner (Contact Centre)
Platform Owner (Contact Centre)
Let’s Write Africa’s Story Together. Old Mutual is on a mission to drive innovation, transformation, and customer-focused digital solutions across the continent. We are currently seeking a dynamic and experienced Platform Owner – Contact Centre to join our team.
As the Platform Owner, you will be responsible for the technical performance, integrity, and continuous improvement of all Contact Centre and Engagement platforms across Old Mutual. You will manage end-to-end platform operations and lead cross-functional teams to ensure reliable, seamless and scalable customer engagement experiences.
This role requires a strategic and hands-on leader with deep knowledge of contact centre technologies and Agile methodologies. The successful candidate will oversee platform roadmaps, demand and incident management, design governance, vendor relationships, and support the adoption of best practices across geographies.
Key Responsibilities:
Manage the full lifecycle of Contact Centre and Engagement platforms, ensuring performance, evolution, and compliance with Old Mutual’s digital vision.
Own and govern design and configuration decisions to support seamless and effective user experiences.
Drive demand management, backlog prioritisation, incident resolution, and platform support strategy.
Apply Agile software development frameworks (Scrum, SAFe, LeSS) to project delivery.
Guide platform-related project delivery, manage risks, and optimise team performance.
Mentor and lead team members, fostering collaboration, innovation, and continuous improvement.
Minimum Requirements:
Bachelor’s Degree in Computer Science, Information Systems, or related field (NQF Level 7).
Minimum of 8 years’ experience in technology development, implementation, and continuous improvement.
Experience in contact centre tech (ACD, CRM, IVR, chatbots), Agile methodologies, and vendor management.
Excellent leadership, analytical, and communication skills.
Preferred (Not Mandatory):
Agile certification
Experience with systems integration, business analysis, and SDLC.
Join Old Mutual and help us deliver best-in-class customer engagement experiences that shape the future of Africa.
Apply by 21 July 2025 and become part of a team that’s building Africa’s digital future.
Old Mutual is an equal opportunity employer and supports transformation in line with its Employment Equity Plan.
