- Contact Centre Systems, CRM Platforms, Telephony, IVR, and Routing Knowledge
- Requirements Gathering and Documentation
- Testing, Deployment, and Change Control Support
- Analytical Thinking and Problem Solving
- Reporting and Communication
- Planning, Coordination, and Task Management
- Stakeholder Engagement and Cross-Functional Collaboration
- Attention to Detail
- Continuous Improvement Mindset
- Ability to Follow Processes and Governance Requirements
- Proactive, Accountable, and Solution-Oriented Approach
- Adaptability and Willingness to Learn
Responsibilities
Access Layer Support and Reporting
- Assist with monitoring access layer channels, including chat, email, and voice.
- Support the collection and interpretation of data related to telephony, interaction systems, and access layer frameworks.
- Assist with preparing basic reports on system performance, trends, and operational issues.
- Identify and escalate system-related issues, risks, or improvement opportunities.
- Support the maintenance of reporting structures and access to measurement information.
Contact Centre Systems Support
- Assist with the configuration, support, and maintenance of contact centre systems.
- Support basic routing, IVR, CRM workflow, channel, and customer interaction platform changes.
- Monitor system functionality and escalate issues to senior team members where required.
- Assist operational teams with system-related queries and support requests.
- Support continuous improvement activities across contact centre and access layer platforms.
Technical Implementation Support
- Assist with technical implementation activities, including configuration, testing, deployment, and post-implementation checks.
- Support the gathering and documentation of business and system requirements.
- Assist with translating business needs into documented technical actions under guidance.
- Support the preparation of Business Requirement Documents, technical documentation, process flows, and implementation support material.
- Work with technical teams to clarify requirements and assist with accurate system changes.
Stakeholder Engagement and Collaboration
- Work with business users, technical teams, operations, vendors, and service providers to support implementation activities.
- Attend workshops, meetings, and discussions related to system changes and implementations.
- Communicate updates, issues, and progress to relevant team members and stakeholders.
- Maintain effective working relationships across teams and business units.
- Support cross-functional collaboration to ensure smooth delivery of technical solutions.
Change Control, Governance, and Documentation
- Support change control and governance processes for system changes.
- Assist with documenting system changes, approvals, testing evidence, and implementation outcomes.
- Ensure assigned tasks are completed in line with organisational standards and best practice principles.
- Follow approved processes for system updates, changes, and implementation activities.
- Assist with maintaining accurate and up-to-date support and implementation documentation.
Testing, Deployment, and Post-Implementation Support
- Assist with functional testing, user acceptance testing, integration testing, and post-deployment checks.
- Support the identification, tracking, and escalation of defects or implementation issues.
- Assist with deployment preparation and release readiness activities.
- Provide basic post-implementation support to assist with stabilisation and user adoption.
- Document issues, lessons learned, and improvement areas after implementations.
Vendor and Service Provider Support
- Assist with liaising with vendors and service providers on implementation and support activities.
- Support the tracking of vendor deliverables, timelines, issues, and dependencies.
- Escalate vendor-related risks, delays, or concerns to senior team members.
- Assist with reviewing vendor feedback, system updates, and enhancement recommendations.
- Support continuous improvement of vendor-supported systems and services.
Training and Team Support
- Assist with preparing 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 administrative and technical support to the implementation team.
- Promote knowledge sharing and continuous improvement within the team.
- Flexible to provide standby support outside of normal business hours.
Qualifications
- Matric: Required.
- Diploma or Degree: Preferred.
- Entry-level to junior experience supporting technical implementations, contact centre systems, CRM platforms, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
- Basic understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
- Experience or exposure to working with business stakeholders, technical teams, vendors, service providers, or operational teams.
- Experience or exposure to preparing system documentation, reports, implementation notes, process flows, or support material.
- Exposure to testing, deployment, change control, or post-implementation support activities.
- Ability to assist with gathering and documenting business and system requirements.
- Ability to follow technical instructions, processes, and governance requirements.
- Basic analytical and problem-solving skills.
- Good reporting, documentation, and communication skills.
- Good planning, coordination, and follow-up ability.
- Strong attention to detail and willingness to learn.
- Ability to work across multiple teams and business units.
- Ability to manage assigned tasks and escalate issues where required.
- Business-focused with a continuous improvement mindset.
- Proactive, accountable, structured, and solution-oriented.
