Contact Centre Engineer Job Andishi Nairobi, Kenya

• We are looking for an experienced Senior Contact Center Solutions & Implementation Engineer to independently lead the technical delivery of an enterprise contact-center implementation and integration engagement.
• This is a hands-on contract opportunity for a senior engineer who is comfortable taking ownership of a project from technical discovery and solution architecture through configuration, integration, testing, deployment, stabilization, and handoff.
• The ideal candidate combines strong software and systems engineering skills with practical experience in contact-center technologies, voice/telephony environments, enterprise integrations, APIs, CRM systems, databases, and cloud-based solutions.
• This is not a narrowly scoped development assignment. We are looking for someone capable of understanding business requirements, making sound architectural decisions, solving technical problems independently, and driving the implementation to successful completion.

Key Responsibilities

• Take end-to-end technical ownership of contact-center solution implementation and deployment.
• Participate in technical discovery and translate business requirements into scalable technical solutions.
• Design solution architecture covering contact-center applications, voice/telephony services, CRM platforms, databases, APIs, analytics, and other integrated systems.
• Configure and customize contact-center solutions based on functional requirements and implementation best practices.
• Design, build, test, and troubleshoot integrations between enterprise applications.
• Develop and consume REST APIs, web services, webhooks, and other integration interfaces.
• Perform data mapping, transformation, synchronization, and migration where required.
• Design and optimize relational database structures, queries, and supporting data workflows.
• Troubleshoot complex issues involving applications, APIs, databases, networked services, configuration, and system integrations.
• Coordinate technical dependencies between multiple applications and services.
• Create technical implementation, testing, deployment, and rollback plans.
• Support system integration testing and user acceptance testing.
• Diagnose and resolve defects identified during implementation and testing.
• Lead production deployment and post-deployment stabilization activities.
• Communicate implementation progress, risks, blockers, and technical recommendations clearly to stakeholders.
• Maintain accurate technical and operational documentation.
• Provide knowledge transfer and a structured technical handoff at the completion of the engagement.
• Provide technical guidance to other engineers when required.

Required Technical Experience

Candidates should have strong hands-on experience with several of the following:

• Contact Center & Voice Technologies
• Contact center / CCaaS platforms
• Voice and telephony systems
• Call routing and queue management
• IVR concepts and workflows
• ACD / skills-based routing
• CTI integrations
• Agent and customer interaction workflows
• Call recording and voice-processing systems
• Omnichannel customer engagement
• Contact-center reporting and analytics
• Experience with platforms such as NiCE, Genesys, Five9, Cisco, Amazon Connect, Twilio Flex, or comparable enterprise contact-center technologies is highly desirable.
• Enterprise Integration

Strong experience with:

• RESTful APIs
• Web services
• Webhooks
• JSON / XML
• API authentication and authorization
• OAuth / token-based authentication
• Third-party application integrations
• CRM integrations
• Data synchronization
• Event-driven integrations
• Middleware or integration services
• Experience integrating systems such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, or similar enterprise platforms is advantageous.
• Development & Engineering

Hands-on experience with one or more of the following:

• Java / Spring Boot
• C# / .NET
• Python
• JavaScript / TypeScript
• Node.js
• PowerShell or Bash
• SQL
• Candidates do not need to specialize in every language. More important is the ability to understand existing systems, implement integrations, troubleshoot issues, and develop supporting services or scripts when needed.

Database Experience

Strong working knowledge of relational databases, including:

• SQL Server
• PostgreSQL
• MySQL
• Oracle or comparable platforms
• Expected capabilities include:
• SQL development
• Database design
• Data modeling
• Query optimization
• Data mapping
• Data migration
• Integration-related database work
• Troubleshooting data consistency and performance issues

Cloud & Deployment Experience
Experience with modern deployment environments is preferred, including:

• AWS, Azure, or GCP
• Docker
• Kubernetes
• CI/CD pipelines
• Git
• Application monitoring and logging
• Production deployment
• Environment and configuration management
• Security and secrets management
• Solution Architecture

The contractor should be comfortable designing and documenting:

• Application architecture
• Integration architecture
• API flows
• Data flows
• Database interactions
• Authentication flows
• System dependencies
• Error-handling and retry strategies
• Production deployment architecture
• Monitoring and support requirements
• Consulting & Project Delivery Skills

Because this is a customer-facing technical engagement, the successful contractor must also be comfortable with:

• Technical discovery sessions
• Requirements gathering
• Business and technical analysis
• Stakeholder communication
• Technical presentations
• Project planning
• Risk and dependency identification
• Issue management
• Implementation status reporting
• Managing technical expectations
• Working with both technical and non-technical stakeholders
• You should be able to work with limited supervision and proactively identify what needs to be done to keep the implementation moving forward.

Expected Deliverables

The contractor will be expected to produce and/or maintain deliverables including:

• Technical requirements documentation
• Solution architecture
• Integration architecture and data-flow documentation
• System configuration
• API and external-system integrations
• Database queries, schemas, and mappings where required
• Configuration documentation
• Technical implementation plan
• Integration specifications
• Testing plan and test cases
• System integration testing support
• User acceptance testing support
• Defect resolution
• Production-readiness assessment
• Deployment and rollback plan
• Production implementation
• Post-deployment troubleshooting and stabilization
• Operational/support documentation
• Knowledge-transfer documentation
• Final technical handoff

Definition of Success

• The engagement will be considered successful when the delivered solution:
• Meets agreed functional and technical requirements.
• Operates reliably in the target production environment.
• Successfully integrates with required enterprise systems.
• Has completed the required technical and business testing.
• Has major defects and integration issues resolved.
• Includes clear documentation for ongoing support and maintenance.
• Can be transitioned to the appropriate support or internal team without dependency on the contractor.
• Has been delivered according to the agreed implementation milestones.

Ideal Candidate Profile

This opportunity is particularly suitable for professionals with backgrounds such as:

• Senior Implementation Engineer
• Contact Center Solutions Engineer
• Contact Center Solutions Architect
• CCaaS Implementation Consultant
• Professional Services Engineer
• Senior Integration Engineer
• Telecom / Voice Engineer
• Technical Implementation Consultant
• Senior Solutions Engineer
• Enterprise Integration Architect
• We are especially interested in candidates who combine contact-center or voice-system knowledge with strong API, database, integration, architecture, and production deployment experience.

Engagement Structure

• Type: Freelance / Independent Contractor
• The contractor is expected to operate with a high degree of independence and take meaningful ownership of technical delivery.
• Rather than simply receiving individual development tickets, the selected engineer should be able to:
• Understand requirements → design the solution → configure/build integrations → test → troubleshoot → deploy → stabilize → document → hand off.

How to Apply

Please include:

• A brief overview of your contact-center, telephony, or voice-system experience.
• Contact-center or CCaaS platforms you have worked with.
• Examples of CRM or enterprise-system integrations you have implemented.
• Your experience developing and consuming REST APIs.
• Databases and programming languages you work with.
• Examples of projects where you personally owned architecture through production deployment.
• Your availability for a contract engagement.
• Candidates who have independently delivered enterprise contact-center, voice, telephony, CRM, or complex integration projects will receive strongest consideration.

Click Here to Apply