Technical Implementation Specialist Lead

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.