Safaricom Limited IP Contact Centre Engineer Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya. 

We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. 

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

IP Contact Centre Engineer

Ref: TECHOLOGY - IPCCE -JUN 2013
 

We are pleased to announce the following vacancy in the IS OPERATIONS Departments within the Technology Division. 

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

Reporting to the Senior Manager, Customer Systems Support the role holder will offer leading expert solutions and technical guidance in administration, service provision and availability of all the Safaricom contact centre systems. 

This position will involve liaising with other Information technology teams and vendors to offer quality IT services to the business.

Key Responsibilities:

• Define and monitor data and application availability for all contact centre systems, applications and reports;
• Offer advanced administration to contact centre systems and applications;
• Document and update processes and procedures in use for contact centre systems and applications;
• Provide expert management of contact centre systems incidents, root cause analysis, management of problems as per ITIL standard;
• Create system requirements for support, and Testing of new products and systems functionality;
• Create high quality support and maintenance requirements;
• Test the attainment of requirements, once new systems functionalities are delivered;
• Participate in renowned research forums, and initiate ideas that improve system availability, and performance.

Role requirements;

• University Degree in Computer Science or related technical field;
• UNIX/LINUX/Windows Certification;
• Oracle certification in database administration or application development;
• Microsoft certification: MCSD/ MCDBA is an added advantage;
• Contact centre systems Certification (e.g. Genesys Framework, GVP, WFM, SIP, etc.) will be an added advantage;
• 3 years of experience in a networked and dynamic IT environment. 2 years of work experience in contact centre systems, will be an added advantage;
• 2 years of Software development, Database administration and or application support Experience;
• UNIX scripting, PL-SQL and MSSQL Skills;
• Highly developed analytical skills;
• Ability to be a role-model and lead customers and fellow team members.

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Tuesday 11th June 2013.

The Head of Talent and Resourcing,
Safaricom Limited
Nairobi 

via E-mail to hr@safaricom.co.ke