Job Description
We Are Innovators & Category Creators
Clickatell, founded in Cape Town in 2000, was the first company to connect businesses with consumers via SMS using just four lines of code. Today, it powers AI-driven chat commerce for leading global brands across industries like banking, retail, telecoms, and healthcare — including Visa, ABSA, MTN, Toyota, and Pick n Pay. Over 25 years, Clickatell has led multiple industry firsts, such as tokenized WhatsApp payments, KYC chat banking, and Chat-2-Pay, through its award-winning AI Chat Commerce Platform that enables brands to interact and transact with customers seamlessly.
Purpose
Clickatell is looking for a Technical Solutions Architect to join the Service Delivery team. Responsible for providing technical expertise across the customer lifecycle, from pre-sales solution design to post-sales implementation and ongoing optimization. This role drives sales growth and customer satisfaction by crafting tailored solutions, mapping integrations, and guiding implementation teams to deliver high-impact Chat Commerce solutions worldwide.
We Do The Right Things
Responsibilities of the Role
o Collaborate with the sales team during pre-sales to provide technical expertise, designing customer-specific solutions that leverage Clickatell’s capabilities to address client needs.
o Map customer requirements to Clickatell’s product offerings, defining integration points between Clickatell’s systems and customer systems to ensure seamless interoperability.
o Create high-level solution proposals, presentations, and proof-of-concepts (PoCs) to demonstrate the value of Clickatell’s solutions during the pre-sales phase to strategic prospects / customers.
o Support the sales team in articulating the Clickatell value proposition through deep product and solution knowledge, addressing technical questions and objections.
o During the post-sales design phase, develop detailed customer journey designs and technical architectures to guide implementation teams on solution deployment.
o Provide expert guidance to customer implementation teams, ensuring solutions are implemented according to design specifications and best practices.
o Serve as the ongoing subject matter expert for customer solutions, consulting on future improvements, optimizations, and scalability requirements.
o Collaborate with internal stakeholders (e.g., product, engineering, and support teams) to align customer solutions with Clickatell’s technical capabilities and roadmap.
o Drive adoption and continuous improvement of Clickatell’s solutions within the customer base, enhancing customer experience and satisfaction.
We Are On A Learning Journey
Requirements of the Role
o Minimum 3 years’ experience in enterprise pre-sales support, with a proven track record of designing customer solutions and supporting sales processes
o Minimum 3 years’ experience in post-sales solution implementation, including designing technical architectures and guiding implementation teams.
o Proficiency in customer experience design, with the ability to create detailed user journey maps that align with business and technical requirements.
o Expertise in mapping and designing integrations between enterprise systems, with experience in API-based solutions and system interoperability.
o Experience with high-volume transactional solutions and scalable system architectures.
o Exceptional written, verbal, and presentation skills, with the ability to communicate complex technical concepts to both technical and non-technical audiences.
o Ability to translate business requirements into detailed technical solution requirements and architectures.
o Strong problem-solving skills, with the ability to troubleshoot integration and implementation challenges during the customer lifecycle.
o Experience serving as a subject matter expert for customer solutions, with a focus on long-term optimization and scalability.
A Bit About You
Behavioral competency requirements of a Highflyer:
o Team Player: Self-directed and dedicated team player who positively engages with the team to solve.
o Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
o Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
o Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
o Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.
o Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
o Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
o Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.
o Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts.
o Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking.
Why You Should Join
Perks of the Role
o Medical Aid contribution
o Pension fund contribution
o Quarterly performance incentive bonus
o Risk benefit company contributions
o Reimbursable communications allowance for internet and mobile phone bills
o Half-day off on your birthday
o 5 personal days leave a year, over and above your annual leave
o Hybrid working with access to office hubs as required.
o Home office set-up with laptop, monitor and other related items.
Stronger Together
At Clickatell, Diversity, Inclusion and Belonging is at the core of who we are - from how we build our product platforms to how we build our workforce. We believe that we are stronger together and by leveraging the power of diversity and inclusion, we are able to generate innovative ideas to revolutionize the way the world uses chat technology. We create common ground - Our platform is for all, and so is our workplace. Everyone is welcome at Clickatell and our employees feel psychologically safe and empowered to show up with their authentic selves at work.
