Vacant Position at Safaricom Kenya

Job Description

• Reporting to Call Center Delivery Lead, the position holder will be responsible for application development and evolution of existing contact center service applications including integration to related service platforms.
• The planner will be responsible for architecture design, analysis, creating technical specification documents, developing source code, preparing unit / integration test plans, and release management. In addition, this position is responsible for system integrations using APIs, maintenance, and support of contact center Genesys Cloud components including IVR, Inbound and outbound call routing, social media, Workforce Engagement Management and reporting.

Responsibilities

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing  policies, guidelines and procedures in all actions and decisions.
• Analysis of system requirements based on user stories/business requirements to ensure correct user requirements are captured.
• Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
• Configure IVR, ACD, call routing, and workforce engagement management (WEM) solutions. Integrate Genesys Cloud with to other third-party systems via APIs.
• Stay updated on Genesys releases and develop strategies for continuous improvement
• Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
• Develop, deploy and maintain various contact center solutions and components, including but not limited to IVR Call flows, Routing Strategies, Reports, Voice Biometrics and Social Media solutions.
• Proper change management process including preparing for Change Advisory Board sessions, deployment and post go live product support.
• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications. Research on new fit for future technologies and actively implement viable solutions
• Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.

Qualifications

• BSc. Computer Science/Software Engineering or related degree.
• 3-7 years’ experience in software development in a busy IT environment.
• Extensive experience with databases – data structures, relational data model, Stored Procedures, PL/SQL development
• Deep knowledge of Genesys Cloud CX, including Architect
• Proficiency in REST/SOAP APIs, JSON, Python, or JavaScript.
• Solid understanding of SIP, VoIP, and cloud infrastructure (AWS preferred).

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Job Description

• Reporting to Delivery Lead Fintech – Financial Services IT, the position holder acts as the bridge between business and technology teams, translating business needs into functional requirements that drive digital solution delivery. The role ensures alignment with business goals and enterprise standards while supporting system development, implementation, and testing. It also focuses on optimizing processes and enabling new digital capabilities within financial services.

Responsibilities

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing  policies, guidelines and procedures in all actions and decisions.
• Lead end-to-end business requirements gathering through stakeholder engagement, workshops, and process analysis
• Analyze, prioritize, and document business, functional, and system requirements to defined standards
• Translate business needs into BRDs, functional specifications, user stories, and use cases
• Develop process flows and ensure clear communication of system requirements
• Design high-level solutions aligned with enterprise architecture and business objectives
• Identify system integrations, enhancements, and support technical implementation with architects and developers
• Act as the primary liaison between business stakeholders and IT teams to ensure alignment and clarity
• Support the full SDLC across Agile and Waterfall methodologies, including testing, release planning, and delivery
• Analyze and optimize business processes, identifying automation and efficiency opportunities
• Contribute to innovation by evaluating emerging technologies and driving continuous improvement initiatives

Qualifications

• Bachelor’s Degree in Computer Science, Business Information Technology, Information Systems, or a related field.
• Minimum 3 years’ experience as a Business Analyst or Systems Analyst in a technology-driven environment.
• At least 2 years’ experience in systems analysis and requirements management.
• Experience working within Agile (Scrum/SAFe) and Waterfall development methodologies.
• Experience in financial services, fintech, or telecommunications environments will be an added advantage.
• Certification in Business Analysis (CBAP, IIBA) or equivalent.
• Familiarity with Agile frameworks such as Scrum or SAFe