Junior Omni-Channel Support Analyst

Digicall Group; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Medical cover

Provident fund

Funeral cover

Long service awards

Learnerships and bursaries

Wellness programmes

Job summary

Digicall Group in Johannesburg is seeking a Junior Omni-Channel Support Analyst to manage the day-to-day administration, configuration, and support of our telephony and omni-channel platforms. You will assist with implementing approved changes, resolving issues, and monitoring performance to ensure a stable communication environment for users and customers.

This role thrives in a fast-paced, open-mindset culture that values continuous learning, service excellence, and collaboration across

Qualifications

• Minimum qualification: Senior Certificate or NQF level 4 equivalent.
• Advantageous: Certificate or Diploma in IT / CS / Systems Administration / Telecommunications / Electronic Engineering or related field.
• Advantageous: Basic SQL Certification.

Responsibilities

• Assist with telephony configurations, including call flows, queues, routing and number management.
• Support WhatsApp channel setups and basic configuration within the required system.
• Perform first-line troubleshooting on all telephony platforms and elevate where required.
• Support onboarding of new campaigns, cancellations or change requests on the various telephony platforms.
• Assist and monitor testing, upgrades, and releases related to the telephony platforms.
• Run basic data checks and validation (SQL knowledge advantageous).
• Maintain telephony configuration documentation and setup records.
• Translate business SLA requirements into technical specifications, workflows and changes.
• Conduct gap analysis to identify discrepancies between current and future states.

Skills

Communication skills

SQL proficiency

Excel proficiency

Visio

BPMN basics

Telephony knowledge

Stakeholder management

Analytical thinking

Attention to detail

Team collaboration

Education

Senior Certificate or NQF level 4 equivalent

Certificate or Diploma in IT / CS / Systems Administration / Telecommunications / Electronic Engineering or related field

Basic SQL Certification

Tools

SQL

Job description

ROLE SUMMARY

The Junior Omni-Channel Support Analyst is responsible for the day-to-day administration, configuration, and support of Digicall's telephony and omni-channel communication platforms. The incumbent will assist with implementing approved changes, resolving technical issues, monitoring system performance, and ensuring a stable and reliable communication environment for users and customers. If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world,

QUALIFICATIONS

• Minimum: Senior Certificate or NQF level 4 equivalent
• Advantageous:
  • Certificate or Diploma in Information Technology / Computer Science / Systems Administration / Telecommunications / Electronic Engineering or a related field
  • Basic SQL Certification

EXPERIENCE

• Minimum of 1 to 2 years' experience in system implementations, data migration, and API integrations.
• Exposure to contact centre, telephony, or omni-channel communication platforms, with experience in MaxContact considered advantageous.
• Exposure to system configuration, user support, troubleshooting, and the implementation of approved system changes.
• Experience supporting or configuring Business WhatsApp and other business messaging platforms is advantageous.
• Experience working with databases, reporting, or basic SQL queries will be beneficial.

SKILLS & KNOWLEDGE

• Excellent communication and stakeholder management skills.Intermediate Excel proficiency is highly advantageous.
• Proficiency in SQL and other reporting tools.
• Knowledge of business process mapping and workflow tools (e.g., Visio).
• Demonstrate a basic understanding of telephony and contact centre operations and systems.
• Understanding of business processes, workflow documentation, or Business Process Model and Notation (BPMN) principles is advantageous.
• Understand call flows, queues, routing, and messaging channels at a foundational level.
• Strong analytical and problem-solving skills to investigate basic system or configuration issues.
• Strong attention to detail skills and ability to identify discrepancies or errors.
• Demonstrates confidence and professionalism in engaging with stakeholders, effectively communicating, influencing, and managing expectations.
• Demonstrates the ability prioritise and manage competing demands in a high-pressure environment while delivering quality outcomes within the agreed standard turnaround times.
• Ability to learn quickly in a fast-paced work environment.
• Ability to collaborate effectively within a technical and operational team.

RESPONSIBILITIES

Operational

• Assist with telephony configurations, including call flows, queues, routing and number management.
• Support WhatsApp channel setups and basic configuration within the required system.
• Perform first-line troubleshooting on all telephony platforms and elevate where required.
• Support onboarding of new campaigns, cancellations or change requests on the various telephony platforms.
• Assist and monitor testing, upgrades, and releases related to the telephony platforms.
• Run basic data checks and validation (SQL knowledge advantageous).
• Maintain telephony configuration documentation and setup records.
• Translate business SLA requirements into technical specifications, workflows and changes.
• Conduct gap analysis to identify discrepancies between current and future states.

BENEFITS

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.