Senior Contact Center Implementation & IVR Specialist

BETSoftware; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

BETSoftware is seeking a Technical Senior Implementation Specialist in Durban to optimise access layer frameworks and enhance customer contact experiences across multiple contact centres.

You will analyse telephony performance, translate requirements into technical specs, and support CRM and contact centre system implementations with a focus on continuous improvement and operational efficiency.

Qualifications

• Experience with contact centre systems, telephony platforms, routing, IVR, chat, email, and voice channels.

Responsibilities

• Analyse statistical data on telephony and interaction systems to identify trends and risks.
• Provide actionable recommendations to senior stakeholders based on performance insights.
• Develop and maintain an enterprise-wide access measurement framework for telephony and interaction systems.
• Translate business requirements into detailed technical specifications for implementation.
• Support change control, governance, and deployment activities across contact centre systems.

Job description

BETSoftware is seeking a Technical Senior Implementation Specialist in Durban to optimise access layer frameworks and enhance customer contact experiences across multiple contact centres.

You will analyse telephony performance, translate requirements into technical specs, and support CRM and contact centre system implementations with a focus on continuous improvement and operational efficiency.