Omni-Channel Support Analyst: Telephony & WhatsApp

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

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