• 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.