Tech Implementation Associate - Contact Centre Systems

BETSoftware; KwaZulu-Natal; On-site; ZAR 180,000 - 300,000; Full time

Job summary

BETSoftware is seeking an entry-level to junior implementation support professional to assist with contact centre systems, CRM platforms, telephony, IVR, and routing improvements. You will gather requirements, document processes, and support testing, deployment, and governance activities.

The role emphasizes data interpretation, reporting, and collaboration with business users, technical teams, and vendors to drive continuous improvement and reliable system changes.

Qualifications

• Matric is required.
• Diploma or Degree is preferred.
• Entry-level to junior experience supporting technical implementations and contact centre systems.

Responsibilities

• Access layer monitoring across chat, email, and voice channels.
• Collect and interpret data related to telephony and contact systems.
• Prepare basic performance reports and track operational issues.
• Assist with configuration, support, and maintenance of contact centre systems.
• Support routing, IVR, and CRM workflow changes.
• Coordinate with vendors and service providers on implementations.
• Assist with testing, deployment, and post-implementation checks.
• Document requirements, changes, and implementation outcomes.
• Support cross-functional collaboration to ensure smooth delivery of technical solutions.

Skills

Analytical thinking

Problem solving

Reporting and communication

Planning and coordination

Stakeholder engagement

Cross-functional collaboration

Attention to detail

Process governance

Proactive and accountable

Adaptability and willingness to learn

Solution-oriented approach

Education

Matric

Diploma or Degree

Tools

CRM platforms

Contact centre systems

Telephony

IVR

Routing logic

Job description

BETSoftware is seeking an entry-level to junior implementation support professional to assist with contact centre systems, CRM platforms, telephony, IVR, and routing improvements. You will gather requirements, document processes, and support testing, deployment, and governance activities.

The role emphasizes data interpretation, reporting, and collaboration with business users, technical teams, and vendors to drive continuous improvement and reliable system changes.