Contact Center Delivery Lead

  • Kenya
  • Kenya

Website SafaricomPLC Safaricom PLC

We are pleased to announce the following Position in the Digital IT Department 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 Tech Lead Integration & Contact Center Planning, the position holder will develop, offer technical leadership and delivery for all the Safaricom Contact Center Solutions.

Key Responsibilities:

  • Leading a team of planning engineers in planning and delivery of robust voice and digital contact center platforms while embracing DevOps culture.
  • Providing strategic and architectural guidance in development and implementation of complex, multi-tiered, and distributed applications.
  • Collaborate and liaise with vendors to ensure that services delivered are as per required standards and comply with company policies.
  • Team mentorship and continuous performance management to sustain highly skilled and motivated team members.
  • Lead the adoption of AGILE delivery practices, ensure an engaged and motivated team.
  • Budget planning, budget rollout execution, vendor management, contract compilation & monitoring.
  • Ensure that technical solutions are compliant to all documented Safaricom policies and meet all security standards




  • Master’s or bachelor’s degree in Computer Science, Information Systems, Business Administration, or other related field
  • At least 4 years working experience and technical capabilities in Contact Center Systems Deployment.
  • At least two years in a leadership role or technical leadership responsibility in large projects delivery.
  • Extensive experience with data structures and databases.
  • Solid understanding of web services and cloud platforms.
  • Design and Development of Genesys Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage.
  • Professional experience and knowledge of the telecommunications industry preferred

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