Contact Center Solutions Specialist
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Nairobi, Kenya
Job summary
Contact Center Solutions Specialist at Mogo Finance
About this role
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Contact Center Solutions Specialist
What You Will Do
The Contact Center Solutions Specialist will be responsible for implementing, maintaining, and improving the configuration layer of the Webitel contact-center platform across several African markets. This includes managing call flows, forms, queues, agents, dialers, IVRs, API integrations, automation tasks, operational dashboards, and documentation.
The position works under the technical guidance of the Regional Customer Operations Manager and collaborates with an infrastructure team responsible for servers and platform internals, as well as external vendor support.
Previous Webitel experience is not mandatory and will be considered an advantage. Candidates with hands-on experience using related contact-center or VoIP platforms such as Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, or similar systems can be trained internally on Webitel.
Key Responsibilities
Platform Configuration and Implementation
Create, update, test, version, and document call Flow Schemas using both the visual editor and underlying JSON.
Move schemas and configurations between environments and country instances, using the platform REST API where appropriate.
Set up forms, queues, agents, teams, skills, buckets, calendars, and outbound resources.
Configure and optimize preview, progressive, predictive, and outbound-IVR dialers, including campaigns, retry rules, attempt limits, calendars, and call outcomes.
Convert business requirements into functional contact-center flows, including routing customers according to different criteria, offering self-service options through APIs, and providing agent fallback where required.
Telephony Diagnosis and Escalation
Carry out first-line troubleshooting of failed calls, incorrect routing, one-way audio, and no-audio issues.
Determine whether a problem originates from a flow, platform configuration, trunk, or another part of the telephony environment.
Understand SIP sufficiently to interpret call setup and common trunk responses and determine the appropriate escalation path.
Escalate issues to carriers, the infrastructure team, or vendor support with relevant logs, Call-IDs, timestamps, call examples, and other supporting evidence.
Assist with testing and verification when new numbers, trunks, or markets are introduced.
APIs, Integrations and Automation
Develop and maintain webhook and REST API integrations between the contact-center platform and ERP systems, AI voice providers, and messaging platforms.
Test endpoints and identify where integration failures occur across connected systems.
Use scripts, platform APIs, and SQL to automate repetitive configuration, testing, and reporting activities.
Monitoring and Reporting
Maintain and improve operational Grafana dashboards covering queues, dialers, trunks, and campaigns.
Use SQL and call data to verify figures and investigate discrepancies.
Monitor queue and dialer performance daily and identify unusual behaviour before it becomes a reported business issue.
Documentation and Escalation
Keep the schema library and change records updated.
Document every production change made to the platform.
Route issues through the correct escalation channel, whether vendor support, carrier, infrastructure team, chat, or email.
Provide structured evidence and clearly indicate what has already been investigated or ruled out when escalating an issue.
Out of Scope
This position does not cover:
Server, operating system, or database administration.
Backups, patching, or infrastructure monitoring.
Administration of platform internals such as FreeSWITCH, OpenSIPS, and RTPengine.
SIP trunk and gateway configuration.
General IT support.
Platform architecture decisions.
These areas are handled by the infrastructure team, vendor support, and the Regional Customer Operations Manager.
Requirements
1.5–2+ years of hands-on experience with a production contact-center or VoIP platform such as Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, Webitel, or a similar platform.
Experience creating or modifying IVR and call-routing logic involving variables and conditions.
Ability to read and work with JSON.
Experience configuring queues, agents or skills, and at least one dialing mode in a production environment.
Understanding of dialer retry logic and key campaign metrics such as answer rate, abandonment rate, and contact rate.
Working knowledge of SIP for troubleshooting, including understanding call setup and common 4xx/5xx trunk responses.
Basic REST API skills, including creating and testing requests, interpreting responses, and tracing integration failures between systems.
Strong change-control discipline, including testing before production changes and documenting modifications.
Clear written English for technical documentation and evidence-based escalations.
Willingness to learn Webitel and work within a defined scope under the technical direction of the hiring manager.
A Plus
Previous Webitel experience, including administration, Flow Schemas, dialers, or APIs.
Experience managing high-volume outbound campaigns such as collections, telesales, or notifications and adjusting dialer settings.
Experience using platform APIs for large-scale configuration, including bulk creation, environment transfers, and scripted changes.
Familiarity with Grafana or other SQL-based dashboarding platforms such as Kibana, Metabase, Redash, or Superset.
Python or Bash scripting experience for working with APIs.
Familiarity with African carriers and CLI/DID practices.
First-line troubleshooting experience with one-way audio or trunk failures, even where the final resolution required escalation.
Nice to Have
Basic exposure to Wireshark or tcpdump.
Experience using Git to version schemas and scripts.
Exposure to AI voice bots, TTS/STT, or conversational IVR systems.
Knowledge of additional regional languages relevant to the markets served.
Behavioral Competencies
Precision
Pays close attention to configuration details because incorrect calendar or retry settings can negatively affect live campaigns.
Tests changes on test schemas before applying them to production.
Evidence-Based Approach
Uses specific technical evidence when reporting issues, including error responses, affected attempts, time periods, and Call-IDs, rather than relying on general descriptions.
Scope Awareness
Recognizes when an issue falls outside their area of responsibility and escalates it properly with the necessary information.
Learning Mindset
Demonstrates willingness to develop deep expertise in a specialized platform and continuously build technical knowledge.