Junior Technical Implementation Specialist at BETSoftware

Skill Set


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.