Senior Technical Implementation Specialist

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.

- 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.