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Contact Center Solutions Specialist at Mogo Finance
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Nairobi 🇰🇪 Kenya
Posted 1 day ago (24 Sep 2026) Deadline: 11 Oct 2026 Updated about 4 hours ago
Job Description
The Contact Center Solutions Specialist configures and optimises the Webitel platform across multiple African markets, creating call flows, IVR menus, dialer campaigns and API integrations. The role collaborates with infrastructure and product teams to ensure reliable operations and provides first‑line troubleshooting for telephony issues. Automation and documentation of configurations are also key responsibilities. Candidates should have experience with contact‑center or VoIP platforms and strong technical skills.
Qualifications & Requirements
- • Bachelor’s Degree (BA/BSc/HND) in a relevant discipline
- • 1–2 years experience configuring contact‑center or VoIP platforms (e.g., Genesys, Avaya, Twilio)
- • Strong understanding of SIP signalling and telephony concepts
- • Proficiency in scripting or programming for automation (e.g., JavaScript, Python)
- • Ability to translate business requirements into functional call‑flow designs
Required Skills
Responsibilities
- • Implement and maintain call flows, queues, agents, dialers and IVR menus within the Webitel platform
- • Configure API integrations and automate repetitive configuration tasks
- • Develop operational dashboards and maintain comprehensive documentation of platform settings
- • Diagnose and resolve telephony issues such as call failures, misrouting and audio problems
- • Build and maintain webhook and REST integrations with ERP, AI voice vendors and messaging providers
- • Collaborate with infrastructure and vendor teams to support new numbers, trunks and market roll‑outs