Engineer – IPCC Planning at Safaricom Kenya
We are pleased to announce the following Position in the Channels 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.
Role
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.
About The Company
Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.
Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.
We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.
Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.
Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.
As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.
Responsibilities
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Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
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All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
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Analysis of system requirements based on user stories/business requirements to ensure correct user requirements are captured.
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Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
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Configure IVR, ACD, call routing, and workforce engagement management (WEM) solutions. Integrate Genesys Cloud with to other third-party systems via APIs.
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Stay updated on Genesys releases and develop strategies for continuous improvement
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Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
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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.
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Proper change management process including preparing for Change Advisory Board sessions, deployment and post go live product support.
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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
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Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
Requirements
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BSc. Computer Science/Software Engineering or related degree.
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3-7 years’ experience in software development in a busy IT environment.
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Extensive experience with databases – data structures, relational data model, Stored Procedures, PL/SQL development
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Deep knowledge of Genesys Cloud CX, including Architect
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Proficiency in REST/SOAP APIs, JSON, Python, or JavaScript.
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Solid understanding of SIP, VoIP, and cloud infrastructure (AWS preferred).
