About this role

- 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

- 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.