Junior Technical Implementation Specialist

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.