Specialist : Contact Center Planning and Delivery ( Internal/External)

About Us

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future                                       

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. 

• 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.

• 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 co-ordination of services offered by vendors. 

• Ensure contracts are linked to catalog line items. 

Must have technical / professional qualifications:

• BSc in 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, CICD 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 create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume