SRE CRM Support Engineer at Safaricom Kenya

Brief Description

Reporting to the CRM Operations & Order Management SRE Lead, the position holder will be responsible for developing, implementing, and maintaining CRM (Customer Relationship Management) systems to enhance customer engagement and business processes. The role focuses on creating scalable, high-quality software solutions that support customer interactions across all touchpoints. This includes analyzing business needs, designing and developing CRM solutions, integrating with other platforms, and ensuring high availability and performance of the systems.

Key Responsibilities

• Monitoring, troubleshooting, configuration and deployment of services in production. 
• Actively participate in defining strategy, roadmaps and architecture design for the CRM and Order management Platforms.
• Optimize and streamline logging and alerting, automate daily operations and optimize server processing capabilities.
• Be a gatekeeper of all deployments made to production environment, ensuring minimum quality requirements are met before allowing the same to production.
• Enhance processes and DevOps to improve delivery and increase efficiency by focusing on continuous improvement.
• Embrace a DevSecOps culture by ensuring all developed products and Services are gracefully handed to operations for support.
• Load-balance traffic across different available clusters during deployment for continuous service availability across the organization.
• Develop and continuously update a knowledge base of best practice for CRM products and Services.
• Collaborate with both Technical and Business teams to ensure seamless deployment of products.

Qualifications

• BSc. Degree in Computer Science, Information Technology, Software Engineering, or a related field
• Minimum of 3-5 years of experience in software engineering, with hands-on experience in CRM development, integration, and support with good knowledge backend programming languages such as Java, Python, Go and or their associated frameworks
• Relevant certifications in CRM platforms (e.g., Salesforce Certified Developer, Microsoft Dynamics Certification) are a plus.
• Software Engineering methodologies including Agile-oriented development. 3rd Party RESTful API integration, PHP, MySQL, SQL server, web service working knowledge preferred. 
• Proficiency in networking protocols – TCP/IP, DNS and load balancing.
• Working knowledge in Unix systems, Kubernetes and Databases – Oracle, MySQL or POSTGRESS.
• Working knowledge of security encryption solutions – SSL, firewalls, VPN, IPsec
• Strong experience in programming/scripting language(s) – Python, Perl , Shell  or equivalent.