Junior Technical Implementation Specialist

BETSoftware; KwaZulu-Natal; On-site; ZAR 180,000 - 300,000; Full time

Job summary

BETSoftware is seeking an entry-level to junior implementation support professional to assist with contact centre systems, CRM platforms, telephony, IVR, and routing improvements. You will gather requirements, document processes, and support testing, deployment, and governance activities.

The role emphasizes data interpretation, reporting, and collaboration with business users, technical teams, and vendors to drive continuous improvement and reliable system changes.

Qualifications

• Matric is required.
• Diploma or Degree is preferred.
• Entry-level to junior experience supporting technical implementations and contact centre systems.

Responsibilities

• Access layer monitoring across chat, email, and voice channels.
• Collect and interpret data related to telephony and contact systems.
• Prepare basic performance reports and track operational issues.
• Assist with configuration, support, and maintenance of contact centre systems.
• Support routing, IVR, and CRM workflow changes.
• Coordinate with vendors and service providers on implementations.
• Assist with testing, deployment, and post-implementation checks.
• Document requirements, changes, and implementation outcomes.
• Support cross-functional collaboration to ensure smooth delivery of technical solutions.

Skills

Analytical thinking

Problem solving

Reporting and communication

Planning and coordination

Stakeholder engagement

Cross-functional collaboration

Attention to detail

Process governance

Proactive and accountable

Adaptability and willingness to learn

Solution-oriented approach

Education

Matric

Diploma or Degree

Tools

CRM platforms

Contact centre systems

Telephony

IVR

Routing logic

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

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
• Continuous Improvement Mindset
• Ability to Follow Processes and Governance Requirements
• Proactive, Accountable, and Solution-Oriented Approach
• Adaptability and Willingness to Learn

Responsibilities

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 escalat
• 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 elevate 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, voice, 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 escalation where required.
• Business-focused with a continuous improvement mindset.
• Proactive, accountable, structured, and solution-oriented.