Reporting to the Call Center Delivery Lead, the Engineer - IPCC Planning will be responsible for the application development and evolution of existing contact center service applications, including integration with related service platforms. The role encompasses architecture design, analysis, creating technical specification documents, developing source code, preparing unit/integration test plans, and managing releases.
Additionally, the position is responsible for system integrations using APIs, maintenance, and support of Genesys Cloud components. This includes Interactive Voice Response (IVR), inbound and outbound call routing, social media integrations, Workforce Engagement Management (WEM), and reporting.
Key Responsibilities
Standards and Integrity: Uphold the company code of conduct, policies, and procedures, ensuring integrity and accountability in all work aspects. Adhere to safety, health, and wellbeing guidelines.
Requirement Analysis: Analyze system requirements based on user stories and business requirements to ensure correct user needs are captured.
Architecture and Design: Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
System Integration: Integrate Genesys Cloud with third-party systems via APIs.
Continuous Improvement: Stay updated on Genesys releases and develop strategies for continuous service improvement.
Testing: Create test plans and data sets, and perform automated testing to ensure all components meet specifications.
Maintenance: Develop, deploy, and maintain various contact center solutions including IVR Call flows, Routing Strategies, Reports, Voice Biometrics, and Social Media solutions.
Change Management: Follow proper change management processes, including preparation for Change Advisory Board (CAB) sessions, deployment, and post-go-live support.
Technical Research: Research design approaches and performance improvements. Explore and implement viable 'fit for future' technologies.
Operational Support: Collaborate with IT support personnel to resolve issues identified during daily operations.
Qualifications and Experience
Education: BSc. in Computer Science, Software Engineering, or a related degree.
Experience: 3-7 years of software development experience in a busy IT environment.
Databases: Extensive experience with database structures, relational data models, Stored Procedures, and PL/SQL development.
Technical Proficiency: Deep knowledge of Genesys Cloud CX, including Architect. Proficiency in REST/SOAP APIs, JSON, Python, or JavaScript.
Network/Infrastructure: Solid understanding of SIP, VoIP, and cloud infrastructure (AWS preferred).
How to Apply
Interested and qualified candidates should apply online through the Safaricom recruitment portal (Oracle Cloud). Follow the application link here: Apply for Engineer - IPCC Planning. Ensure you submit your application before the deadline of May 7, 2026.
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