Junior Technical Implementation 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

Job Description

• Contact Centre Systems, CRM Platforms, Telephony, IVR, and Routing Knowledge
• Requirements Gathering and Documentation
• Testing, Deployment, and Change Control Support
• Analytical Thinking and Problem Solving
• Reporting and Communication
• Planning, Coordination, and Task Management
• Stakeholder Engagement and Cross-Functional Collaboration
• Attention to Detail
• Ability to Follow Processes and Governance Requirements
• Proactive, Accountable, and Solution-Oriented Approach
• Adaptability and Willingness to Learn

Responsibilities

• Access Layer Support and Reporting

Access Layer Support and Reporting

• Assist with monitoring access layer channels, including chat, email, and voice.
• Support the collection and interpretation of data related to telephony, interaction systems, and access layer frameworks.
• Assist with preparing basic reports on system performance, trends, and operational issues.
• Identify and escalate system-related issues, risks, or improvement opportunities.
• Support the maintenance of reporting structures and access to measurement information.

Contact Centre Systems Support

• Assist with the configuration, support, and maintenance of contact centre systems.
• Support basic routing, IVR, CRM workflow, channel, and customer interaction platform changes.
• Monitor system functionality and escalate issues to senior team members where required.
• Assist operational teams with system-related queries and support requests.
• Support continuous improvement activities across contact centre and access layer platforms.

Technical Implementation Support

• Assist with technical implementation activities, including configuration, testing, deployment, and post-implementation checks.
• Support the gathering and documentation of business and system requirements.
• Assist with translating business needs into documented technical actions under guidance.
• Support the preparation of Business Requirement Documents, technical documentation, process flows, and implementation support material.
• Work with technical teams to clarify requirements and assist with accurate system changes.

Stakeholder Engagement and Collaboration

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

Change Control, Governance, and Documentation

• Support change control and governance processes for system changes.
• Assist with documenting system changes, approvals, testing evidence, and implementation outcomes.
• Ensure assigned tasks are completed in line with organisational standards and best practice principles.
• Follow approved processes for system updates, changes, and implementation activities.
• Assist with maintaining accurate and up-to-date support and implementation documentation.

Testing, Deployment, and Post-Implementation Support

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

Vendor and Service Provider Support

• Assist with liaising with vendors and service providers on implementation and support activities.
• Support the tracking of vendor deliverables, timelines, issues, and dependencies.
• Escalate vendor-related risks, delays, or concerns to senior team members.
• Assist with reviewing vendor feedback, system updates, and enhancement recommendations.
• Support continuous improvement of vendor-supported systems and services.

Training and Team Support

• Assist with preparing 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 administrative and technical support to the implementation team.
• Promote knowledge sharing and continuous improvement within the team.
• Flexible to provide standby support outside of normal business hours.

Qualifications

• Matric: Required.
• Diploma or Degree: Preferred.
• Entry-level to junior experience supporting technical implementations, contact centre systems, CRM platforms, telephony, IVR, routing, chat, email, or customer interaction environments.
• Basic understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
• Experience or exposure to working with business stakeholders, technical teams, vendors, service providers, or operational teams.
• Experience or exposure to preparing system documentation, reports, implementation notes, process flows, or support material.
• Exposure to testing, deployment, change control, or post-implementation support activities.
• Ability to assist with gathering and documenting business and system requirements.
• Ability to follow technical instructions, processes, and governance requirements.
• Basic analytical and problem-solving skills.
• Good reporting, documentation, and communication skills.
• Good planning, coordination, and follow-up ability.
• Strong attention to detail and willingness to learn.
• Ability to work across multiple teams and business units.
• Ability to manage assigned tasks and escalate issues where required.
• Business-focused with a continuous improvement mindset.
• Proactive, accountable, structured, and solution-oriented.