Senior Technical Implementation Specialist

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 Technical Senior Implementation Specialist is responsible for optimising access layer frameworks, enhancing customercontactexperiences,anddrivingoperationalefficiencyacrossmultiplecontactcentres.Thisrolecombines technical expertise, operational insight, and business acumen to analyse telephony and interaction system performance, recommend improvements, and support the successful implementation of CRM and contact centre solutions.

The role serves as a key technical and operational resource for routing, Interactive Voice Response systems, chat, email, voice, and other access layer platforms. The incumbent will work closely with internal teams, senior stakeholders,externalvendors,andserviceproviderstoensuresystemsarealignedtobusinessobjectives,support world-class service delivery, and enable continuous improvement across customer contact environments.