• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 1 - 2 years
• Location Nairobi
• Job Field Customer Care, Success and Service
• 1.5 to 2+ years hands-on with any production contact-center or VoIP platform (Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, Webitel or similar).
• Has built or modified IVR/call-routing logic with variables and conditions; comfortable reading JSON.
• Has configured queues, agents/skills and at least one dialing mode in production, and can explain retry logic and core campaign metrics (answer rate, abandonment, contact rate).
• Working SIP basics for diagnosis: can describe a call setup and interpret common 4xx/5xx responses in a trunk context.
• REST API basics: can build and test a request, read the response, and follow a failing integration across systems.
• Careful change discipline: tests first, documents changes, no undocumented edits in production.
• Clear written English for documentation and evidence-based escalations.
• Willingness to be trained on Webitel and to work within a defined scope under the hiring manager’s technical direction.
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 1 - 2 years
• Location Nairobi
• Job Field Customer Care, Success and Service
• 1.5 to 2+ years hands-on with any production contact-center or VoIP platform (Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, Webitel or similar).
• Has built or modified IVR/call-routing logic with variables and conditions; comfortable reading JSON.
• Has configured queues, agents/skills and at least one dialing mode in production, and can explain retry logic and core campaign metrics (answer rate, abandonment, contact rate).
• Working SIP basics for diagnosis: can describe a call setup and interpret common 4xx/5xx responses in a trunk context.
• REST API basics: can build and test a request, read the response, and follow a failing integration across systems.
• Careful change discipline: tests first, documents changes, no undocumented edits in production.
• Clear written English for documentation and evidence-based escalations.
• Willingness to be trained on Webitel and to work within a defined scope under the hiring manager’s technical direction.
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