CRM & Contact Center Implementation Specialist

BETSoftware; Durban; On-site; ZAR 450,000 - 650,000; Full time

Job summary

BETSoftware Durban seeks a skilled analyst to support CRM, contact centre, telephony, IVR, routing, chat, email and voice platforms; you will translate business needs into technical specs, assist with design, testing, deployment and post-implementation validation.

You will engage stakeholders across business units, monitor performance, maintain documentation and governance, support vendor interactions, and drive continuous improvement through accurate reporting and cross-functional collaboration.

Qualifications

• Matric required; diploma/degree preferred.
• Experience supporting CRM, contact centre, telephony, IVR or related environments.
• Ability to translate business needs into technical specs and documentation.

Responsibilities

• Access Layer Performance: analyze data, prepare reports for chat, email and voice channels.
• Contact Centre Systems Support: configure, maintain and optimize routing and CRM workflows.
• Technical Implementation: gather business requirements and translate to specs.
• Stakeholder Engagement: collaborate with business, vendors and ops teams.
• Change Control & Governance: follow standards, document changes and testing evidence.
• Testing & Deployment: support functional, UAT and post-implementation validation.
• Vendor Support: liaise with providers and track deliverables and risks.
• Training & Team Support: create user guides and assist users during changes.

Skills

CRM knowledge

Communication

Stakeholder engagement

Planning & coordination

Attention to detail

Cross-functional collaboration

Analytical mindset

Proactive problem solving

Education

Matric

Diploma or Degree: Preferred

Tools

CRM platforms

IVR systems

Call routing

Reporting tools

Job description

BETSoftware Durban seeks a skilled analyst to support CRM, contact centre, telephony, IVR, routing, chat, email and voice platforms; you will translate business needs into technical specs, assist with design, testing, deployment and post-implementation validation.

You will engage stakeholders across business units, monitor performance, maintain documentation and governance, support vendor interactions, and drive continuous improvement through accurate reporting and cross-functional collaboration.