Jobs at Safaricom Kenya

JOB DESCRIPTION

Reporting to the Technical Lead, CRM Engineering, the position holder will work in cross functional team composed of architects, software engineers, customer journey experts to develop Customer Relationship Management capabilities used by customer facing users across contact center, retail, and enterprise business. The Application development duties include but not limited to analysis, design, development, testing, documentation of the new and existing functionalities; stress and security validations to ensure integrity of the CRM platform; maintenance and fault management.

RESPONSIBILITIES

• Conduct business user requirements elicitation, analysis, and specification.
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented.
• Perform data modeling to analyze and specify data structures within an application system.
• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications
• Support new and existing application development by creating modifications and enhancements for CRM application.
• Review and provide input on design approach, performance, and base functionality.
• Perform effective system capacity planning and dimensioning to meet dynamic business needs.
• Create test plans, test data sets, and perform automated testing to ensure all components of the developed systems meet specifications.
• Co-ordinate and Work with various stakeholders directly in delivery of new projects/ business asks.
• Work directly with the Operations/Service Reliability Engineers to resolve issues identified post project implementation.
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business.

QUALIFICATIONS

• University Degree in computer science or technical related field
• 2 years’ experience in business analysis and software development in a busy IT environment.
• Extensive programming experience using either Java, C#, Python, JavaScript etc.
• At least 2 years development experience with RDMS preferably e.g. Oracle MySQL, Postgres. 
• At least 2 years data management experience across data structures, relational databases preferable Oracle, Postgres or MySQL, Stored Procedures, PL/SQL development. Experience in NoSQL databases is an added advantage.
• Extensive experience in deploying API on containerized environments such Docker, Kubernetes, Red Hat OpenShift, Azure, AWS.
• Experience with event-based and message-driven distributed system like Apache Kafka, ActiveMQ, Rabbit MQ or Tibco EMS
• Experience in scripting and deploying solutions on Linux based operating systems.
• Experience in Scrum and other Agile processes.
• Working knowledge of DevSecOps tools such as Jira, Git, Jenkins
• Experience in the design and implementation of low-latency, high-availability, and performant systems.
• Great communication and interpersonal skills
• Attention to detail, good analytical and presentation skills.

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JOB DESCRIPTION

Reporting to the Technical Lead – Integration and Contact Center Planning, the job holder will be responsible for providing technical and team leadership in planning and evolution of CRM capabilities and platforms. You will lead and inspire a team of software engineers to help in platform evolution and new features delivery to help in achievement of business targets.

RESPONSIBILITIES

• Lead in definition of CRM architecture and technical evolution roadmap to deliver technical business strategic objectives.
• Lead in on-time delivery of upgrade and evolution projects.
• Governance and Standardization: - Guide the team in engineering solutions to align with enterprise architecture, technology security and data privacy standards and defining standardized practices across development, DevSecOps toolchain, automated testing, and reusable templates.
• Coordinate releases of new products and services into production, ensure alignment of all stakeholders, review runbooks and change work instructions to ensure deployment as per plan while achieving non-functional and operational requirements.
• Lead in identification of technical debt and services re-design to fix recurring production issues.
• Planning, coordinating execution and documenting the business continuity all the services in the domain to ensure disaster recovery readiness is achieved.
• Continuously evaluate the performance of the systems in the domain, review configurations and monitoring to ensure policy and technical compliance, recommend improvements and track closure.
• Engaging stakeholders across different business units on continuous service improvement initiatives within the domain, track, update on progress to closure manage any impediments.
• Maintain reports on team performance, vendor performance and system performance as well as review departmental and divisional reports especially around availability, capacity, and service management, pick out any actions that require attention and prioritize for resolution.
• Undertake supplier engagement to ensure delivery and 3rd line support objectives are met.
• People Management: Undertake regular one on ones, performance reviews, mentorship and ensure proper resource scheduling of team members to ensure optimal performance.
• Lead the team on research in new ways of operating CRM platforms, identify opportunities for automation and well as spearhead the adoption of machine learning and AIOps.

QUALIFICATIONS

• University Degree in Computer Science or related technical field.
• 5+ years’ experience in software development in a dynamic IT environment with programming experience using Java, C#, Python, JavaScript etc.
• Experience working in a large-scale CRM implementation such as Siebel, Salesforce, Microsoft Dynamics.
• Experience in development using integration platforms built using Java and Middleware ESBs such as Tibco, MuleSoft, Oracle SOA etc.
• Extensive experience with relational databases e.g., Postgres, Oracle, MySQL and working knowledge of NoSQL databases.
• Solid understanding of web services/technologies – REST/JSON, WSDL, XML, XSD etc.
• Experience developing solutions using agile, DevSecOps, and CI/CD automation tools such as Jenkins, JMeter, Git, Stash, SonarQube, GitOps etc.
• Knowledge and experience in on premise and public cloud technologies e.g., Kubernetes, OpenShift, AWS etc.
• Excellent communication skills and stakeholder engagement using technical and non-technical language.
• Experience leading an Agile software engineering team working in a continuous delivery environment.