- CRM, Contact Centre, Telephony, IVR, Routing, Chat, Email, and Voice Platform Knowledge
- Technical Implementation Support
- Business Requirements Analysis and Technical Specification Development
- System Documentation and Reporting
- Testing, Deployment, Change Control, and Post-Implementation Support
- Operational and System Analysis
- Process Governance and Best Practice Knowledge
- Communication, Presentation, and Stakeholder Engagement
- Planning, Coordination, and Follow-Up
- Multi-Priority and Task Management
- Cross-Functional Collaboration
- Attention to Detail
- Continuous Improvement Mindset
- Proactive, Accountable, Structured, and Solution-Oriented Approach
- Business Acumen and Customer-Focused Thinking
Responsibilities
Access Layer Performance and Reporting
- Support the analysis and interpretation of data related to telephony, interaction systems, and access layer frameworks.
- Assist with preparing reports on access layer channels, including chat, email, and voice.
- Identify system trends, issues, risks, and improvement opportunities.
- Provide input and recommendations to support improved system performance and operational efficiency.
- Assist with maintaining access measurement frameworks and reporting structures.
Contact Centre Systems Support and Optimisation
- Support the configuration, maintenance, and optimisation of contact centre systems.
- Assist with routing, IVR, CRM workflows, channel configuration, and customer interaction platform changes.
- Monitor system performance and escalate issues where required.
- Support continuous improvement initiatives across contact centre and access layer platforms.
- Work with operational teams to ensure systems support business processes and customer experience objectives.
Technical Implementation and Business Requirements
- Assist with gathering and documenting business requirements for technical implementation.
- Support the translation of business requirements into technical specifications and implementation actions.
- Assist with preparing Business Requirement Documents, technical documentation, process flows, and implementation support documents.
- Work with technical teams to clarify requirements and support accurate system changes.
- Support implementation activities, including configuration, testing, deployment, and post-implementation validation.
Stakeholder Engagement and Collaboration
- Work closely with business stakeholders, technical teams, operations, vendors, and service providers.
- Support workshops, meetings, and discussions related to system changes and technical implementations.
- Maintain effective working relationships across multiple teams and business units.
- Communicate updates, issues, and progress to relevant stakeholders.
- Support cross-functional collaboration to ensure smooth implementation of technical solutions.
Change Control, Governance, and Best Practice
- Support change control and governance processes related to contact centre and CRM systems.
- Ensure system changes are documented, reviewed, tested, and implemented in a controlled manner.
- Follow organisational standards, governance requirements, and best practice principles.
- Assist with maintaining records of changes, approvals, testing evidence, and implementation outcomes.
- Contribute to continuous improvement of system processes, documentation, and operational controls.
Testing, Deployment, and Post-Implementation Support
- Support functional testing, user acceptance testing, integration testing, and post-deployment checks.
- Assist with identifying, tracking, and resolving defects or implementation issues.
- Support deployment preparation, release readiness, and business readiness activities.
- Provide post-implementation support to assist with stabilisation and user adoption.
- Document lessons learned and improvement areas after implementations.
Vendor and Service Provider Support
- Liaise with vendors and service providers to support implementation and system support activities.
- Assist with tracking vendor deliverables, timelines, issues, and dependencies.
- Support the review of vendor recommendations and system enhancement proposals.
- Escalate vendor-related risks, delays, or concerns where required.
- Contribute to the improvement of vendor-supported platforms and services.
Training and Team Support
- Assist with developing training materials, user guides, and support documentation.
- Support training and knowledge-sharing sessions for team members and business users.
- Assist users during system changes, process updates, and new implementations.
- Provide support to team members to ensure the successful delivery of technical and operational initiatives.
- Promote knowledge sharing and continuous improvement within the team.
Qualifications
- Matric: Required.
- Diploma or Degree: Preferred.
- Experience supporting technical implementations within CRM, contact centre, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
- Experience working with business stakeholders, technical teams, vendors, service providers, and operational teams.
- Experience assisting with business requirements, technical specifications, implementation plans, and system documentation.
- Experience supporting testing, deployment, change control, and post-implementation support activities.
- Understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
- Knowledge of implementation processes, governance, change control, and best practice principles.
- Ability to analyse operational and system information to identify issues and improvement opportunities.
- Ability to support the translation of business requirements into technical specifications.
- Good reporting, documentation, and presentation skills.
- Strong communication and stakeholder engagement skills.
- Good planning, coordination, and follow-up skills.
- Strong attention to detail with the ability to manage multiple priorities.
- Ability to work across multiple teams and business units.
- Business-focused with a continuous improvement mindset.
- Proactive, accountable, structured, and solution-oriented.
