Contact Center Solutions Specialist

Role Overview

This role owns the configuration layer of a Webitel-based contact-centre platform serving several African markets — the call flows, forms, queues, agent structures, dialer campaigns and integrations that determine how every customer conversation is routed and handled. Day to day you translate requests from the business into tested, documented configuration, keep outbound campaigns dialing within their rules, and act as the first point of diagnosis when a call misbehaves before handing genuine infrastructure problems to the teams that own them. It matters because a mistyped retry limit or an untested calendar can quietly damage a live campaign, so the person in this seat is the difference between configuration that performs and configuration that silently leaks revenue.

Key Responsibilities

• Design, edit, test, version and document call Flow Schemas, working fluently in both the visual editor and the underlying JSON structures.
• Promote schemas and configuration between environments and country instances, using the platform REST API where it is faster and less error-prone than manual clicking.
• Build forms and configure the surrounding building blocks: queues, agents, teams, skill sets, buckets, calendars and outbound resources.
• Set up and tune preview, progressive, predictive and outbound-IVR dialing — campaigns, retry rules, attempt ceilings, calling calendars and call-outcome mapping.
• Convert business requirements into working flows; for example, a collections campaign where customers in different days-past-due buckets hear different messages, route to different teams, and are offered self-service payment through an API call with an agent fallback.
• Carry out first-line telephone network diagnosis on failed calls, misrouting, one-way audio and dead audio — establishing whether the fault sits in a flow, in platform configuration, at the trunk, or further out — and escalate with logs, Call-IDs, timestamps and representative call examples attached.
• Build and maintain REST and webhook integrations with the ERP, AI voice providers and messaging vendors; test endpoints and trace failures across system boundaries.
• Automate repetitive configuration, testing and reporting tasks through scripts against the platform API and SQL, and keep the operational Grafana dashboards for queues, dialers, trunks and campaigns current and extended as needs change.
• Review dialer and queue behaviour daily, verify questioned figures against raw call data in SQL, and raise anomalies before the business notices them.
• Maintain the schema library and change log, document every production change, and route escalations through the correct channel — vendor support for platform faults, carriers for trunk and number issues, the infrastructure team for server and network problems — each time with structured evidence and a clear statement of what has already been ruled out.

Requirements & Qualifications

• At least 1.5 to 2 years of hands-on work with a production contact-centre or VoIP platform — Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco, Webitel or a comparable system. Prior Webitel experience is welcome but not expected; training on the platform is provided internally.
• Demonstrated experience building or modifying IVR and call-routing logic using variables and conditional branches, with enough JSON literacy to read and adjust definitions directly.
• Production experience configuring queues, agents and skills, plus at least one dialing mode, and the ability to explain retry logic and the core campaign metrics that matter: answer rate, abandonment and contact rate.
• Working SIP fundamentals sufficient for diagnosis: able to describe how a call is set up and interpret common 4xx and 5xx responses in a trunk context.
• REST API fundamentals: able to construct and test a request, read the response correctly, and follow a failing integration across multiple systems.
• Disciplined change habits — test before touching production, document every change, and never leave an undocumented edit behind in a live environment.
• Clear written English, strong enough for configuration documentation and evidence-based escalation notes.
• Precision under pressure: recognising that a wrong calendar or retry value damages a live campaign invisibly, and therefore checking twice and proving changes on a test schema first.
• A habit of reporting evidence rather than impressions — for instance, “trunk X returned 503 on 41 of 60 attempts between 09:10 and 09:25, Call-IDs attached” instead of “calls are failing”.
• Scope awareness: knowing when a problem has moved beyond your layer and handing it over cleanly rather than absorbing it.
• Willingness to be trained on Webitel and to operate within a defined scope under the hiring manager’s technical direction.
• Nice to have — Webitel administration, Flow Schemas, dialers or API work.
• Nice to have — running high-volume outbound campaigns such as collections, telesales or notifications, including dialer parameter tuning.
• Nice to have — driving a platform API for configuration at scale: bulk creation, environment-to-environment transfer, scripted changes.
• Nice to have — basic Grafana, or any SQL-backed dashboarding tool such as Kibana, Metabase, Redash or Superset.
• Nice to have — Python or Bash scripting against APIs.
• Nice to have — familiarity with African carriers and their CLI and DID practices.
• Nice to have — first-line diagnosis of one-way audio or trunk failures, even where the eventual fix was escalated.
• Nice to have — Wireshark or tcpdump at a reading level; Git for versioning schemas and scripts; exposure to AI voice bots, TTS/STT or conversational IVR; and additional regional languages relevant to our markets.

Note on scope: this position covers the configuration layer only. Server, OS and database administration, backups, patching and infrastructure monitoring, platform internals such as FreeSWITCH, OpenSIPS and RTPengine, SIP trunk and gateway configuration, general IT support, and platform architecture decisions all sit with the infrastructure team, paid vendor support and the Regional Customer Operations Manager.

What We Offer / Why Join

This is a deliberate investment in someone who wants to specialise. You will be trained on Webitel and work under the technical direction of the Regional Customer Operations Manager, with an infrastructure team and paid vendor support handling the layers beneath you. The platform spans multiple African markets, so the configuration work you build is genuinely varied, and the boundaries of the role are defined clearly enough that you can go deep on one platform rather than spreading yourself thin.