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Senior Technical Implementation Specialist at BET Software Careers Site

, KwaZulu-Natal, South Africa -

Full Time

Start Date

Immediate

Expiry Date

01 Oct, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Centre Systems, Telephony Platforms, IVR, Routing Logic, CRM Implementation, Stakeholder Management, Technical Specification Writing, Operational Data Analysis, Change Management, Governance, Business Requirements Analysis, Customer Interaction Platforms, Reporting, Documentation, Continuous Improvement, Communication

Industry

IT Services and IT Consulting

Description

The Technical Senior Implementation Specialist is responsible for optimising access layer frameworks, enhancing customer contact experiences, and driving operational efficiency across multiple contact centres. This role combines technical expertise, operational insight, and business acumen to analyse telephony and interaction system performance, recommend improvements, and support the successful implementation of CRM and contact centre solutions. The role serves as a key technical and operational resource for routing, Interactive Voice Response systems, chat, email, voice, and other access layer platforms. The incumbent will work closely with internal teams, senior stakeholders, external vendors, and service providers to ensure systems are aligned to business objectives, support world-class service delivery, and enable continuous improvement across customer contact environments.

Responsibilities

The role focuses on optimizing access layer frameworks and enhancing customer contact experiences across multiple contact centers. It involves analyzing telephony performance and supporting the implementation of CRM and interaction system solutions.