Senior Contact Center Tech Implementation Lead

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

Job summary

BETSoftware is seeking a Technical Senior Implementation Specialist to optimise access layer frameworks and enhance customer contact experiences across multiple contact centres. You will analyse telephony performance, provide actionable insights, and support CRM and contact centre implementations.

You will work with internal teams and external vendors to ensure systems align with business objectives, drive service excellence, and enable continuous improvement across customer contact environments.

Qualifications

• Matric Required.
• Diploma or Degree preferred in a relevant field.
• Experience with contact centre systems, telephony platforms, routing, IVR, chat, email and voice channels.
• Experience analysing data to identify trends, risks and improvements.
• Experience working with internal stakeholders, vendors and service providers.
• Experience producing reports, BRDs, and technical specifications.
• Experience supporting change control, governance, and system implementations.
• Strong understanding of contact centre environments and access layer frameworks.
• Ability to translate business requirements into technical specifications.

Responsibilities

• Analyse telemetry and interaction data to identify trends and improvement opportunities.
• Provide actionable insights to senior stakeholders on system performance.
• Lead reporting on access layer channels (chat, email, voice).
• Collaborate with vendors to optimise contact centre platforms.
• Translate business requirements into technical specs for implementation.
• Draft BRDs and maintain detailed specifications for projects.
• Support testing, deployment, and post-implementation activities.
• Facilitate workshops with stakeholders to align goals and methods.
• Oversee governance and change control across contact centre systems.

Skills

Contact centre systems

Telephony platforms

IVR routing

Data analysis

Stakeholder management

Technical documentation

Cross-functional collaboration

Report preparation

Operational improvement

Education

Matric

Diploma/Degree: Preferred

Job description

BETSoftware is seeking a Technical Senior Implementation Specialist to optimise access layer frameworks and enhance customer contact experiences across multiple contact centres. You will analyse telephony performance, provide actionable insights, and support CRM and contact centre implementations.

You will work with internal teams and external vendors to ensure systems align with business objectives, drive service excellence, and enable continuous improvement across customer contact environments.