OryxAlign Profile
OryxAlign is a Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure and continues to do so; we now employ more than one hundred staff across our UK, Cape Town, and Manila offices.
OryxAlign's business model is built on three core elements: delivering an excellent service, developing trusted partnerships through client intimacy, and maintaining high levels of operational efficiency. To remain relevant in an evolving market, we continue to make significant progress across all three areas. To support this journey, we seek the right talent - and in return, we invest in our people.
Overall Purpose
As a Customer Experience Systems Specialist, you will be responsible for the administration, support, maintenance, and continuous improvement of key customer engagement and customer service platforms, including NICE CXone, Aircall, Zendesk, and SuperOffice CRM. The role acts as the primary technical owner for these platforms, ensuring system availability, user support, configuration management, security, and integration performance. You will work closely with Customer Service, Sales, ICT, business stakeholders, and external technology vendors to troubleshoot issues, support integrations, deliver system enhancements, and implement new business requirements.
Key Responsibilities
Platform Administration & Support
-
Provide 2nd and 3rd line technical support for NICE CXone, Aircall, Zendesk, and SuperOffice CRM.
-
Investigate, troubleshoot, and resolve system incidents, problems, and service requests.
-
Manage user accounts, permissions, security roles, and access controls.
-
Monitor system performance, availability, and operational health.
-
Maintain platform configurations and ensure documentation remains accurate and up to date.
-
Support user onboarding and offboarding activities.
-
Work closely with Service Desk teams to resolve escalated incidents and technical issues.
Integration Support
-
Support and maintain integrations between NICE CXone and Zendesk, and Aircall and SuperOffice CRM.
-
Troubleshoot integration failures, data synchronisation issues, API errors, and workflow disruptions.
-
Work with internal ICT teams and external vendors to identify root causes and implement effective solutions.
-
Monitor integration performance and proactively identify potential issues.
-
Maintain technical documentation, integration specifications, and data flow diagrams.
Vendor Management
-
Act as the primary technical contact for NICE, Aircall, Zendesk, SuperOffice, and other relevant technology vendors.
-
Raise, manage, and monitor vendor support cases through to resolution.
-
Coordinate platform upgrades, enhancements, releases, and technical changes.
-
Participate in vendor roadmap discussions and assess new platform capabilities.
-
Evaluate new functionality and recommend improvements that deliver business value.
-
Ensure technical issues are appropriately escalated and tracked through to completion.
-
System Development & Continuous Improvement
-
Gather and understand business requirements from Customer Service, Sales, and operational teams.
-
Translate business requirements into technical requirements and practical solutions.
-
Configure workflows, routing rules, automation, forms, queues, notifications, and reporting.
-
Support testing and deployment of new releases, enhancements, and system changes.
-
Identify opportunities to automate manual processes and improve operational efficiency.
-
Deliver continuous service improvements that enhance the user and customer experience.
Reporting & Analytics
-
Create, maintain, and improve reports and dashboards across supported platforms.
-
Monitor key operational metrics, system usage, and platform adoption.
-
Support management reporting requirements.
-
Analyse system and customer service data to identify trends, issues, and improvement opportunities.
Governance & Documentation
-
Maintain technical documentation, support procedures, knowledge articles, and system records.
-
Ensure platform configuration changes follow established change management and governance processes.
-
Support audit, compliance, security, and access-control requirements.
-
Contribute to disaster recovery and business continuity planning.
-
Maintain accurate records of platform configurations, integrations, and technical processes.
What we need from Customer Experience Systems Specialist
-
Strong communication skills with the ability to work effectively across Customer Service, Sales, ICT teams, business stakeholders, and external vendors.
-
A proactive, analytical, and detail-oriented approach with strong troubleshooting and problem-solving skills.
-
Ability to investigate complex technical issues and identify practical solutions.
-
Strong service ownership and accountability.
-
Ability to build effective working relationships with technical and non-technical stakeholders.
-
A customer-focused and service-oriented mindset.
-
Ability to manage multiple priorities and work effectively in a fast-paced environment.
-
A strong commitment to documentation, process improvement, and operational excellence.
Experience and expertise
Essential
-
Relevant degree, diploma, or equivalent professional experience in Information Technology, Computer Science, Information Systems, or a related discipline.
-
Proven experience providing 2nd and/or 3rd line technical support.
-
Experience supporting and administering CRM, Customer Experience, or Contact Centre platforms.
-
Hands-on experience with one or more of:
-
NICE CXone
-
Aircall
-
Zendesk
-
SuperOffice CRM
-
Experience supporting SaaS applications within a business environment.
-
Strong understanding of system integrations and API-based solutions.
-
Experience troubleshooting system and integration issues.
-
Experience working with third-party technology vendors and support providers.
-
Experience supporting business users and customer-facing teams.
-
Strong documentation and process improvement capabilities.
Desirable
-
Experience with telephony, VoIP, or contact centre technologies.
-
Knowledge of REST APIs, webhooks, and middleware platforms.
-
Experience working within an ITIL-based service management environment.
-
Knowledge of CRM processes and customer service operations.
-
Experience with reporting, dashboards, and analytics platforms.
-
Exposure to Microsoft 365, Entra ID, Power Platform, or Azure integrations.
-
Experience managing SaaS platform upgrades, releases, and configuration changes.
-
Experience working in a managed services or shared services environment
Key Competencies
-
Customer Focus
-
Technical Problem Solving
-
Vendor Management
-
Continuous Improvement
-
Communication & Stakeholder Engagement
-
Analytical Thinking
-
Attention to Detail
-
Service Ownership
-
Collaboration
Success Measures
Success in this role will be measured through:
-
High availability, reliability, and performance of supported platforms.
-
Timely and effective resolution of incidents and service requests.
-
Stable operation of integrations and data synchronisation processes.
-
Positive user satisfaction and stakeholder feedback.
-
Successful delivery of platform enhancements and business requirements.
-
Accurate and up-to-date technical documentation.
-
Strong vendor relationships and effective issue management.
-
Identification and implementation of meaningful service improvement opportunities.
Technology Environment
The successful candidate will work across a technology environment that includes:
-
NICE CXone
-
Aircall
-
Zendesk
-
SuperOffice CRM
-
Microsoft 365
-
Microsoft Entra ID
-
API integrations
-
Reporting and analytics platforms
-
Contact centre and telephony technologies
What OryxAlign Offers
Along with competitive salary and training and development you will receive leave entitlement of 15 days plus one volunteer day, medical aid allowance, retirement annuity allowance with - 4% employer contribution.
Other benefits include:
- Social events throughout the year
-
Technology Loans
-
Wellbeing initiatives
-
Long service leave
-
Reward and recognition awards
-
Lunches on All-In Office Days
Equal Opportunities
OryxAlign is an equal opportunity employer committed to creating an inclusive environment for all employees. In line with the Employment Equity Act of South Africa, we actively promote diversity and fair treatment for all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, particularly those from historically disadvantaged groups.
