The posting
Job 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
Access Layer Performance and Reporting
- Analyse and interpret statistical data related to telephony, interaction systems, and access layer frameworks.
- Provide actionable recommendations to senior stakeholders based on system performance insights.
- Prepare and present reports on access layer channels, including chat, email, and voice.
- Develop and maintain an enterprise-wide access measurement framework to evaluate and improve telephony and interaction systems.
- Provide comprehensive reports to support decision-making and secure buy-in for new solutions and initiatives.
Contact Centre Systems Optimization
- Act as the point of contact for routing and Interactive Voice Response systems.
- Ensure continuous improvement of contact centre systems in line with business objectives.
- Liaise between various call centres and systems to maximise operational efficiency and customer satisfaction.
- Act as custodian of assigned systems, ensuring optimal performance, availability, and functionality.
- Work closely with external vendors and service providers to optimise the performance and functionality of contact centre platforms.
Technical Implementation and Business Requirements
- Translate business requirements into detailed technical specifications to support accurate implementation.
- Draw up comprehensive Business Requirement Documents and maintain detailed specifications for reference and implementation purposes.
- Ensure business requirements are effectively translated into technical requirements by the technical team.
- Provide technical input and advice to senior management on operational improvements and customer contact strategies.
- Participate in operational strategic projects and initiatives aimed at enhancing contact centre performance.
Stakeholder Engagement and Collaboration
- Build and maintain strong relationships with internal and external stakeholders.
- Facilitate workshops and discussions to align team goals with technical implementation strategies.
- Collaborate with key stakeholders to research and promote best practice methods and contact centre systems.
- Provide insights and recommendations on cost-effective and innovative technologies.
- Support cross-functional collaboration to ensure seamless delivery of contact centre solutions.
Change Control, Governance, and Best Practice
- Oversee change control and governance across contact centre systems and related business areas.
- Ensure adherence to governance processes, organisational standards, and best practice philosophies.
- Manage system changes and governance processes related to contact centre systems.
- Ensure changes are implemented in a controlled, documented, and sustainable manner.
- Support continuous improvement initiatives across the greater business.
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.
- Ability to manage vendor performance, including tracking deliverables, follow-ups, and ensuring accountability for service quality.
- Support continuous improvement of vendor-supported systems and services.
Training and Team Support
- Develop training materials to support system changes, process improvements, and new implementations.
- Conduct training sessions to upskill team members and support adoption during transitions.
- Address team concerns during system or process changes.
- Facilitate and support team members to ensure the successful implementation of technical and operational initiatives.
Flexible to provide standby support outside of normal business hours.
Qualifications
- Matric Required
- Diploma/Degree: Preferred
- Experience in contact centre systems, telephony platforms, routing, IVR, chat, email, and voice channels.
- Experience analysing statistical and operational data to identify trends, risks, and improvement opportunities.
- Experience working with internal stakeholders, external vendors, and service providers.
- Experience preparing reports, business requirements, technical specifications, and operational documentation.
- Experience supporting change control, governance, and system implementation processes.
- Strong understanding of contact centre environments and access layer frameworks.
- Knowledge of telephony systems, IVR, routing logic, and customer interaction platforms.
- Ability to translate business requirements into technical specifications.
- Strong reporting, documentation, and presentation skills.
- Understanding of change management, governance, and best practice implementation.
- Excellent communication and stakeholder management skills and ability to work across multiple teams and business units.
- Strong attention to detail and ability to manage competing priorities.
- Business-focused with a continuous improvement mindset.
