Safaricom Contact Center Lead Jobs in Kenya

Safaricom Contact Center Lead Jobs in Kenya

  • We are pleased to announce the following Position in the Digital IT Department within the Technology Division.

  • In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

    Brief Description.

  • Reporting to the Senior Manager - Channels Solutions, the position holder will be responsible for offering leading expert solutions and technical guidance in administration, service provision and availability of all the Safaricom IP Contact Center Solutions.

  • Liaising with other sections/departments in the delivery of services and projects as well as maintain good working relations between the team and all stakeholders


  • Leads a team of Support Engineers and Analysts that are working in supporting call center platforms while embracing DevOps culture.

  • Interface with Subject Matter Experts, following established escalation and notification paths when necessary.

  • Identify improvement opportunities related to process or system-based challenges, propose and execute solutions

  • Provision of in-depth technical skills to fix ad-hoc incidents/problems, mentoring and support teams to ensure best practice.

  • Act as supporting leader, rather than line manager, aiming at maturing the organization readiness, vs. controlling the work

  • Reporting for all the weekly tasks in form of accurate and detailed reports.

  • Collaborate and liaise with vendors ensuring that services delivered are as per required standards and comply with company policies.

  • This role will be required to lead,
    manage, and mentor a team of Support Engineers and/or Analysts across the delivery team, ensuring the development and maintenance of highly skilled and motivated team members

  • The role will also provide architectural guidance, consultancy, development and implementation of complex, multi-tiered, and distributed applications.


    Must have technical / professional qualifications:

  • Master’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or other related field

  • At least 4 years working experience and technical capability in Genesys Contact Center deployment.

  • Expert understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devices

  • At least two years in a leadership role or team lead responsibility in large delivery organization.

  • Professional experience and knowledge of the Telecommunications industry preferred
    CCNA/CCNP/A+/N+; MCSE Qualification preferred

  • Professional experience and knowledge of the Telco industry strongly preferred

    How to Apply

  • For more information and job application details, see; Safaricom Contact Center Lead Jobs in Kenya

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