Reporting to Call Center Delivery Lead, the position holder offers applications/solution support and provides technical guidance in administration, service provisioning and availability of all the Safaricom IP Contact Center Solutions (IPCC) systems. This position will involve liaising with other Information technology teams and vendors to offer quality IT services to the business.

Key Responsibilities:

Technical service availability

• Define and monitor data and application availability for all contact center systems, applications and reports.
• Offer advanced administration of contact center systems and applications.
• Document and update processes and procedures in use for contact center systems and applications.
• Incident and problem management
• Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents.

System Performance management

• Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents.
• Testing new systems functionality
• Creating system requirements for support and Testing of new products and systems functionality.
• Create high quality supportability requirements.
• Test the achievement of supportability requirements, once systems are delivered by vendors.
• Participate in stability initiatives/forums, and initiate ideas that improve system availability, and performance

QUALIFICATIONS

Technical Skills and Qualifications:

• University Degree in Computer Science/Telecommunication Engineering or related technical field;
• Advanced application support Experience in in a networked and dynamic IT environment
• Experience in Unix/Linux/AIX Operating System and application security technologies (e.g. SSL)
• Extensive experience with databases – data structures, relational data model, Stored Procedures, PL/SQL development and Nosql Databases.
• Networking certifications such as Cisco CCNP, CCDP, CCNA will be an added advantage.
• Contact center systems Certification (e.g. Genesys Framework, GVP, WFM, SIP, etc.) will be an added advantage.
• Certification in Cloud Computing such as AWS or Azure will be an added advantage.