Intermediate Technical Implementation Specialist

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 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. 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.