CRM Engineer at Safaricom

Description

We are pleased to announce the position of a CRM Engineer in the Digital IT 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 the CRM Engineering Lead, the position holder will be responsible for offering leading expert solutions and technical expertise in administration, service provision and availability of all the Safaricom customer facing applications. This position will involve liaising with other Information technology teams and vendors to offer quality IT services to the business.

 Job Responsibilities

• Technical service availability
  • Define and monitor data and application availability for all CRM & Contact Center systems.
  • Implement proactive controls based on machine learning or similar techniques on domain systems.
  • Document and update processes and procedures in use for customer systems.
• Incidents and problem resolution
  • Provide expert management of IT application incidents, root cause analysis, management of problems and closure of recurring incidents.
• Testing new systems functionality
  • Creating system requirements for support, and Testing of new products and systems functionality. Create high quality supportability requirements.
  • Test the achievement of supportability requirements, once systems are delivered by vendors
  • Implementation of automated testing for domain systems.
• Reporting
  • Maintain reports on SLA conformance and support trends.
• Planning
  • Planning for application security and technology upgrades.
• Research and development

Qualifications

• University Degree in Computer Science or related technical field , MSc/MBA added advantage
• Advanced UNIX/LINUX/Windows Operating system experience
• Oracle certification in database administration or application development
• Agile training and certification
• Training and Experience in HTML5, Java, Python and Postgres.
• Advanced training and experience in Siebel CRM.
• Training/Experience in with Kubernetes/OpenShift, Docker, and/or cloud deployment technologies will be an added advantage
• Tibco Certification will be an added advantage
• 3 years’ experience in a networked and dynamic  IT environment
• 3 years Software development, Database administration and/or Application Support Experience with a Bias to digital applications.
• 1 years’ Experience in Siebel CRM Support, Configuration or development.
• Advanced skill in webserver administration and optimization. E.g. Apache, Apache Tomcat, Microsoft IIS or any other commercial
• UNIX  scripting Skills , PL-SQL and MSSQL
• Highly developed analytical skills
• Ability to role-model and lead customers and fellow team members