Technical Implementation Specialist Lead at BETSoftware

Skill Set


CRM, Contact Centre, Telephony, IVR, Routing, Chat, Email, and Voice Platform Expertise
Technical Implementation Leadership
Business Requirements Analysis and Technical Specification Development
Implementation Planning and Delivery
Testing, Deployment, Change Control, and Post-Implementation Management
Business Requirements Documentation (BRDs) and Technical Documentation
Operational Readiness Planning
System Implementation Methodologies and Governance
Change Management and Best Practice Delivery
Cross-Functional Team Leadership
Risk, Dependency, and Issue Management
Analytical Thinking, Problem Solving, and Decision Making
Stakeholder Management and Facilitation
Communication, Reporting, Documentation, and Presentation Skills
Multi-Priority, Deadline, and Project Coordination Management
Attention to Detail
Continuous Improvement Mindset
Proactive, Accountable, Structured, and Solution-Oriented Leadership
Strong Business Acumen and Delivery Focus


Responsibilities

Technical Implementation Leadership


Lead the end-to-end implementation of CRM, contact centre, telephony, routing, IVR, chat, email, voice, and other access layer solutions.
Provide technical guidance and direction to implementation teams throughout the delivery lifecycle.
Ensure implementation activities are aligned with business objectives, operational requirements, and customer experience goals.
Oversee the planning, execution, testing, deployment, and post-implementation support of technical solutions.
Identify implementation risks, dependencies, and constraints, and ensure mitigation plans are in place.


Business Requirements and Solution Design


Engage with business stakeholders to understand requirements, challenges, and desired outcomes.
Translate business requirements into clear technical specifications and implementation plans.
Review and validate Business Requirement Documents, functional specifications, and technical documentation.
Ensure technical solutions are fit for purpose, scalable, sustainable, and aligned to operational needs.
Work with technical teams to ensure requirements are accurately interpreted and implemented.


Contact Centre and Access Layer Optimisation


Monitor implementation outcomes to ensure improved efficiency, system performance, and customer satisfaction.
Recommend enhancements to improve contact centre performance and user experience.
Collaborate with operational teams to ensure implemented solutions support business processes effectively.


Stakeholder Engagement and Collaboration


Act as the primary technical implementation contact for business stakeholders, technical teams, operations, vendors, and service providers.
Facilitate workshops, planning sessions, and technical discussions to align stakeholders on implementation objectives.
Build and maintain strong working relationships across multiple teams and business units.
Communicate implementation progress, risks, issues, and decisions to relevant stakeholders.
Support cross-functional collaboration to ensure seamless delivery of technical initiatives.


Change Control, Governance, and Best Practice


Ensure all implementation activities follow approved change control and governance processes.
Oversee system changes to ensure they are documented, tested, approved, and implemented in a controlled manner.
Promote best practice approaches across technical implementation, system configuration, and operational readiness.
Ensure implementation documentation is complete, accurate, and maintained for future reference.
Support audit, compliance, and governance requirements related to system changes and implementations.


Testing, Deployment, and Operational Readiness


Coordinate testing activities, including functional testing, user acceptance testing, integration testing, and post-deployment validation.
Ensure defects, issues, and implementation gaps are tracked, prioritised, and resolved.
Support deployment planning, rollback planning, and release readiness activities.
Ensure business teams are prepared for new system functionality, process changes, and operational impacts.
Provide post-implementation support to ensure successful adoption and stabilisation.


Vendor and Service Provider Management


Work closely with external vendors and service providers to deliver technical implementation objectives.
Coordinate vendor activities, timelines, deliverables, and technical dependencies.
Review vendor recommendations and ensure proposed solutions align with business and technical requirements.
Escalate vendor-related risks, delays, or performance concerns where required.
Support continuous improvement of vendor-supported platforms and services.


Training and Team Support


Support the development of training materials, user guides, and implementation support documentation.
Facilitate knowledge-sharing sessions to upskill team members and business users.
Provide guidance and support to team members during system changes and implementation activities.
Assist teams in understanding new functionality, process changes, and technical impacts.
Encourage continuous learning and improvement within the implementation environment.
Flexible to provide standby support outside of normal business hours.


Qualifications


Matric Required
Diploma/Degree: Preferred
Experience leading technical implementations within CRM, contact centre, telephony, IVR, routing, chat, email, voice, or customer interaction environments.
Experience translating business requirements into technical specifications and implementation plans.
Experience working with business stakeholders, technical teams, vendors, service providers, and operational teams.
Experience coordinating testing, deployment, change control, and post-implementation support activities.
Experience preparing Business Requirement Documents, technical documentation, reports, implementation plans, and operational readiness documentation.
Strong understanding of contact centre systems, CRM platforms, telephony solutions, routing logic, IVR, and access layer frameworks.
Knowledge of system implementation methodologies, governance processes, change management, and best practice delivery principles.
Ability to lead cross-functional teams and drive implementation activities to successful completion.
Ability to identify risks, manage dependencies, resolve issues, and escalate where required.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication, facilitation, and stakeholder management skills.
Strong reporting, documentation, and presentation skills.
High attention to detail with the ability to manage multiple priorities and deadlines.
Business-focused with a continuous improvement mindset.
Proactive, accountable, structured, and solution-oriented.