Senior Technical Implementation Lead, Contact Center & CRM

BET Software Careers Site; Durban; On-site; ZAR 600,000 - 900,000; Full time

Job summary

The BET Software Durban-based team seeks a Technical Senior Implementation Specialist responsible for optimising access layer frameworks, enhancing customer contact experiences, and driving operational efficiency across multiple contact centres.

The role combines technical expertise with operational insight to analyse telephony and interaction system performance, recommend improvements, and support the successful implementation of CRM and contact centre solutions.

Responsibilities

• Analyse telephony and interaction system performance.
• Recommend improvements to access layer platforms and workflows.
• Support the successful implementation of CRM and contact centre solutions.
• Collaborate with routing, IVR, chat, email, voice and other access layer components.
• Coordinate with internal teams, stakeholders, external vendors and service providers.

Job description

The BET Software Durban-based team seeks a Technical Senior Implementation Specialist responsible for optimising access layer frameworks, enhancing customer contact experiences, and driving operational efficiency across multiple contact centres.

The role combines technical expertise with operational insight to analyse telephony and interaction system performance, recommend improvements, and support the successful implementation of CRM and contact centre solutions.