Junior Tech Implementation & Systems Support Specialist

BETSoftware; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BETSoftware in Durban is seeking a junior to mid-level Access Layer and Reporting Specialist to support contact centre systems, CRM platforms, telephony, IVR, and routing.

You will gather requirements, assist with testing and deployment, and help with governance, documentation, and continuous improvement.

This role requires strong attention to detail, problem solving, and the ability to work with multiple teams and vendors.

Qualifications

• Matric is required.
• Diploma or degree preferred.
• Entry-level to junior experience in technical implementations, contact centre systems or related fields.
• Basic understanding of contact centre systems, CRM platforms, telephony and IVR.
• Experience or exposure to stakeholders, vendors and operations teams.
• Experience documenting system reports, notes and processes.
• Exposure to testing, deployment, change control, and post-implementation support.
• Ability to follow governance requirements and standard procedures.
• Proactive, solution‑oriented with strong communication.

Responsibilities

• Assist with monitoring access layer channels (chat, email, voice).
• Collect and interpret data related to telephony, interaction systems and access layer frameworks.
• Prepare basic reports on system performance, trends and issues.
• Identify and escalate system risks or improvement opportunities.
• Maintain reporting structures and access to measurement information.
• Configure and maintain contact centre systems and workflows.
• Support routing, IVR, CRM workflows and channel changes.
• Monitor functionality and escalate to senior team members.
• Provide user support and assist with continuous improvement.
• Assist with testing, deployment and post-implementation checks.
• Collaborate with vendors and service providers on implementations.
• Attend workshops and communicate progress to stakeholders.
• Document changes, approvals and testing evidence for governance.

Skills

Analytical thinking

Problem solving

Attention to detail

Communication

Planning and coordination

Stakeholder engagement

Governance and documentation

Proactive and accountable

Education

Matric

Diploma or Degree: Preferred

Tools

CRM platforms

Telephony systems

IVR

Routing logic

Chat channels

Email platforms

Reporting tools

Job description

BETSoftware in Durban is seeking a junior to mid-level Access Layer and Reporting Specialist to support contact centre systems, CRM platforms, telephony, IVR, and routing.

You will gather requirements, assist with testing and deployment, and help with governance, documentation, and continuous improvement.

This role requires strong attention to detail, problem solving, and the ability to work with multiple teams and vendors.