Reporting to the Call Center Delivery Lead, the Engineer - IPCC Planning is 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, and managing release cycles. Additionally, this position is responsible for system integrations using APIs, maintenance, and support of Genesys Cloud components, including IVR, inbound and outbound call routing, social media, Workforce Engagement Management (WEM), and reporting.
Key Responsibilities
Requirement Analysis: Analyze system requirements based on user stories and business requirements to ensure correct user requirements are captured.
Architecture & Design: Design and document end-to-end Genesys Cloud CX architectures, ensuring scalability and security.
System Configuration: Configure IVR, ACD, call routing, and Workforce Engagement Management (WEM) solutions.
Integration: Integrate Genesys Cloud with third-party systems via REST/SOAP APIs.
Software Development: Develop, deploy, and maintain various contact center solutions and components, such as IVR call flows, routing strategies, reports, voice biometrics, and social media solutions.
Quality Assurance: Create test plans and test data sets, and perform automated testing to ensure all developed components meet specifications.
Change Management: Adhere to proper change management processes, including preparing for Change Advisory Board (CAB) sessions, deployment, and post-go-live support.
Innovation: Research and provide input on design approaches, performance, and base functionality improvements. Stay updated on Genesys releases and implement viable future-fit technologies.
Support: Work directly with IT support personnel and teams to resolve issues identified and escalated during daily operations.
Compliance: Uphold the company code of conduct, policies, and procedures, ensuring integrity and accountability.
Qualifications and Skills
BSc. in Computer Science, Software Engineering, or a related degree.
3-7 years’ experience in software development within a busy IT environment.
Extensive experience with databases, including data structures, relational data models, Stored Procedures, and 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).
How to Apply
Interested and qualified candidates should apply online through the official Safaricom career portal. Click the application link provided to submit your application by May 7, 2026.
How to Apply
Interested and qualified candidates should visit the official Safaricom Kenya application portal on Oracle Cloud to apply: Apply Here. Ensure your application is submitted before the deadline on May 7, 2026.
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