Intermediate Technical 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

Job Description

• CRM, Contact Centre, Telephony, IVR, Routing, Chat, Email, and Voice Platform Knowledge
• Technical Implementation Support
• Business Requirements Analysis and Technical Specification Development
• System Documentation and Reporting
• Testing, Deployment, Change Control, and Post-Implementation Support
• Operational and System Analysis
• Process Governance and Best Practice Knowledge
• Communication, Presentation, and Stakeholder Engagement
• Planning, Coordination, and Follow-Up
• Multi-Priority and Task Management
• Cross-Functional Collaboration
• Attention to Detail
• Continuous Improvement Mindset
• Proactive, Accountable, Structured, and Solution-Oriented Approach
• Business Acumen and Customer-Focused Thinking

Responsibilities

Access Layer Performance and Reporting

• Support the analysis and interpretation of data related to telephony, interaction systems, and access layer frameworks.
• Assist with preparing reports on access layer channels, including chat, email, and voice.
• Identify system trends, issues, risks, and improvement opportunities.
• Provide input and recommendations to support improved system performance and operational efficiency.
• Assist with maintaining access measurement frameworks and reporting structures.

Contact Centre Systems Support and Optimisation

• Support the configuration, maintenance, and optimisation of contact centre systems.
• Assist with routing, IVR, CRM workflows, channel configuration, and customer interaction platform changes.
• Monitor system performance and elevate issues where required.
• Support continuous improvement initiatives across contact centre and access layer platforms.
• Work with operational teams to ensure systems support business processes and customer experience objectives.

Technical Implementation And Business Requirements

• Assist with gathering and documenting business requirements for technical implementation.
• Support the translation of business requirements into technical specifications and implementation actions.
• Assist with preparing Business Requirement Documents, technical documentation, process flows, and implementation support documents.
• Work with technical teams to clarify requirements and support accurate system changes.
• Support implementation activities, including configuration, testing, deployment, and post-implementation validation.

Stakeholder Engagement and Collaboration

• Work closely with business stakeholders, technical teams, operations, vendors, and service providers.
• Support workshops, meetings, and discussions related to system changes and technical implementations.
• Maintain effective working relationships across multiple teams and business units.
• Communicate updates, issues, and progress to relevant stakeholders.
• Support cross-functional collaboration to ensure smooth implementation of technical solutions.

Change Control, Governance, and Best Practice

• Support change control and governance processes related to contact centre and CRM systems.
• Ensure system changes are documented, reviewed, tested, and implemented in a controlled manner.
• Follow organisational standards, governance requirements, and best practice principles.
• Assist with maintaining records of changes, approvals, testing evidence, and implementation outcomes.
• Contribute to continuous improvement of system processes, documentation, and operational controls.

Testing, Deployment, and Post-Implementation Support

• Support functional testing, user acceptance testing, integration testing, and post-deployment checks.
• Assist with identifying, tracking, and resolving defects or implementation issues.
• Support deployment preparation, release readiness, and business readiness activities.
• Provide post-implementation support to assist with stabilisation and user adoption.
• Document lessons learned and improvement areas after implementations.

Vendor and Service Provider Support

• Liaise with vendors and service providers to support implementation and system support activities.
• Assist with tracking vendor deliverables, timelines, issues, and dependencies.
• Support the review of vendor recommendations and system enhancement proposals.
• Escalate vendor-related risks, delays, or concerns where required.
• Contribute to the improvement of vendor-supported platforms and services.

Training and Team Support

• Assist with developing training materials, user guides, and support documentation.
• Support training and knowledge-sharing sessions for team members and business users.
• Assist users during system changes, process updates, and new implementations.
• Provide support to team members to ensure the successful delivery of technical and operational initiatives.
• Promote knowledge sharing and continuous improvement within the team.

Qualifications

• Matric: Required.
• Diploma or Degree: Preferred.
• Experience supporting technical implementations within CRM, contact centre, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
• Experience working with business stakeholders, technical teams, vendors, service providers, and operational teams.
• Experience assisting with business requirements, technical specifications, implementation plans, and system documentation.
• Experience supporting testing, deployment, change control, and post-implementation support activities.
• Understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
• Knowledge of implementation processes, governance, change control, and best practice principles.
• Ability to analyse operational and system information to identify issues and improvement opportunities.
• Ability to support the translation of business requirements into technical specifications.
• Good reporting, documentation, and presentation skills.
• Strong communication and stakeholder engagement skills.
• Good planning, coordination, and follow-up skills.
• Strong attention to detail with the ability to manage multiple priorities.
• Ability to work across multiple teams and business units.
• Business-focused with a continuous improvement mindset.
• Proactive, accountable, structured, and solution-oriented.