Specialist – Contact Center Planning & Delivery (Internal/External) Full Time NEW

Role purpose: The position holder is responsible to work with internal teams and vendors to research, design and develop product features for call center and provide a support at call centers, Responsible for leading and handing all planning and delivery issues: systems stability, addressing technical debts be on call to handle any emerging issues with support from internal and external stakeholders.

Key accountabilities and decision ownership:

• Customize existing contact center platform – IVR development, report development and customization, integration with other system.
• Deliver CC projects and roll out to operation.
• Provide operational support for in-house developed systems and do customization on it.
• Develop new application according to the business team’s demand.
• Manage contact center related project to ensure all items are fully covered before project closer.
• Engage with various teams, ranging from business and the immediate development team who need to understand and buy in to the architecture, right through to the extended team of those people who will have an interest in the architecture from a security, database, operations, and maintenance or support point of view.
• Translate documented business requirements into a technical solution design for implementation.
• Leading with development teams to ensure business intent is understood and effectively carried into development phases: IBR development and configurations, integration to other enterprise systems.
• Set baseline through introduction of standards and working practices such as coding standards, design principles and tools.
• Experimenting by building prototypes, frameworks and foundations to be consumed by the technical team.
• Responsible for making technology decisions by considering all risk factors, reviewed and evaluated with all the relevant stakeholders of interest.
• Providing advice and input in customer obsession and track proposed stability action items and ensure they are closed.
• Monitor capacity of CC VMS and take appropriate action before the operation gets interrupted.
• Configuring the CC systems according to the business need.
• Ensure all contact center servers are backup and retained according to data retention policy.
• Perform quarterly account audit task.
• Manage own workload in an efficient and effective way, working to maximize opportunities to help and support team members and colleagues.
• Clearly captures and records appropriate and relevant technical information and ensure RCA is recorded
• Automation Innovativeness for to enhance end user IT services to ease support activities.

• Document obsolete assets from operational use and acquire legal indemnification for disposed assets while updating the asset status.

• Ensure all aspects of customer support, response, is a good experience and consistent (not one off).
• Build and maintain relationships with all areas of the Safaricom Departments and ensure coordination of services offered by vendors.
• Ensure contracts are linked to catalog line items.

Core competencies, knowledge, and experience:

Business Competencies: ·

• Consciously takes steps to make the most of every conversation/interaction.
• Identifies people’s needs, interests and motives to be able to influence the decisions they make.

• Communicates simply to excite and engage people.
• Pro-actively adapts own style and approach to build rapport, and work with others more effectively.
• Builds and maintains strong relationships and networks. Creativity and Innovation
• Finds creative ways to exploit opportunities and solve problems.
• Takes risks and pushes what is possible Experiments with unorthodox approaches

Business Know how:.

• Uses data and research to make decisions that are competitively and financially robust
• Balances current and future needs · Thinks and acts like an owner of the business
• Acts in line with legal, regulatory, professional, and ethical standards

Working with Change

• Responds flexibly to changing situations.
• Manages the business and people aspects of change to drive performance

Project and Program Management

• Customize existing contact center platform – IVR development, report development and customization, integration with other system.
• Defines scope and deliverables in terms of time, cost, quality, and business benefit.
• lead planning and delivery activities · Schedules activity and identifies resource needs, dependencies, and synergies.
• Evaluates progress, mitigates risks and addresses issues.

Functional Competencies:

• Defines scope and deliverables in terms of time, cost, quality, and business benefit.
• Schedules activity and identifies resource needs, dependencies, and synergies.
• Evaluates progress, mitigates risks and addresses issues.

Must have technical / professional qualifications:

• Bsc/Btech in technical fields: computer science/engineering/IT/Software engineering/
• 3-year experience systems planning and support.
• 1 year of experience in DEVOPS and programming in major OOP languages: Java/C++/C#. Experience RDBMS and NoSQL db desired.
• Good Experience in java script and report builder tools
• Good understanding about cloud concepts – DC virtualization , containerization, Kubernetes , CI/CD pipeline
• 1 year Experience in Linux and /ubuntu or windows OS.
• Experience in IT related projects
• Good interpersonal relationships.
• Good communication and stakeholder management skills

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal, and then Click on the apply button. Remember to attach your resume.

https://safaricom.bamboohr.com/careers/505

The closing date for receiving applications is Tuesday June 3,2025