Contact Center Solutions Specialist

What you will do:

• We are seeking an experienced Contact Center Solutions Specialist to implement, maintain and improve the configuration layer of our contact-center platform (Webitel) across multiple African markets: call flows, forms, queues, agents, dialers, IVRs, API integrations, automation of repetitive configuration work, and the operational dashboards and documentation that keep it all visible. The role works under the technical direction of the Regional Customer Operations Manager, alongside an infrastructure team that owns servers and platform internals and paid vendor support.
• Prior Webitel experience is not required and is treated as a plus. The realistic candidate comes from an adjacent contact-center or VoIP platform (Genesys, Avaya, Asterisk, FreeSWITCH, 3CX, Twilio, VICIdial, Five9, Cisco or similar) and is trained on Webitel internally.

Key Responsibilities:

Platform configuration and implementation (core of the role):

• Build, modify, test, version and document call Flow Schemas; work confidently in both the visual flow editor and the underlying JSON.
• Transfer schemas and configuration between environments and country instances, using the platform REST API where it is faster and safer than manual work.
• Create forms; configure queues, agents, teams, skills, buckets, calendars and outbound resources.
• Configure and tune preview, progressive, predictive and outbound-IVR dialers: campaigns, retry logic, attempt limits, calendars and call outcomes.
• Turn business requests into working flows. Example: a new collections campaign where customers in different DPD buckets hear different messages, route to different teams, and self-service payment is offered via an API call with an agent fallback.

Telephony (diagnosis and escalation, not configuration):

• Perform first-line diagnosis of failed calls, misrouting, one-way audio and no audio: localise the fault to a flow, a platform configuration, a trunk or beyond.
• Understand SIP well enough to say, for example: “This is not a schema issue. The INVITE reaches the trunk and we get a 503 back,” and route the problem to the carrier, the infrastructure team or vendor support with logs, Call-IDs, timestamps and call examples attached.
• Support testing and verification when new numbers, trunks or markets are brought live.

APIs, integrations and automation:

• Build and maintain webhook and REST integrations between the platform and the ERP, AI voice vendors and messaging providers; test endpoints and localise integration failures.
• Automate repetitive configuration, testing and reporting tasks with scripts against the platform API and SQL.

Monitoring and reporting:

• Use, maintain and extend operational Grafana dashboards for queues, dialers, trunks and campaigns; verify questioned figures against call data with SQL.
• Watch dialer and queue behaviour daily; flag anomalies before the business reports them.

Documentation and escalation:

• Keep the schema library and change log current; document every production change.
• Escalate correctly through the appropriate channel (vendor ticket, carrier contact, chat or email): platform faults to vendor support, trunk and number faults to carriers, server and network faults to the infrastructure team, always with structured evidence and what has already been ruled out.

Out of scope:

• For clarity, this role does not include: server, OS and database administration; backups, patching and infrastructure monitoring; platform internals administration (FreeSWITCH, OpenSIPS, RTPengine); SIP trunk and gateway configuration; general IT support; or platform architecture decisions. These are owned by the infrastructure team, paid vendor support and the Regional Customer Operations Manager.

Requirements

• 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.

A plus:

• Webitel experience (administration, Flow Schemas, dialers or API).
• Experience running high-volume outbound campaigns (collections, telesales, notifications) and tuning dialer parameters.
• Using a platform API for configuration at scale (bulk creation, environment-to-environment transfer, scripted changes).
• Basic Grafana or any SQL-backed dashboarding (Kibana, Metabase, Redash, Superset).
• Python or Bash scripting against APIs.
• Exposure to African carriers and their CLI/DID practices.
• First-line experience diagnosing one-way audio or trunk failures, even if resolution was escalated.

Nice to have:

• Wireshark/tcpdump exposure at a reading level.
• Git for versioning schemas and scripts.
• Exposure to AI voice bots, TTS/STT or conversational IVR.
• Additional regional languages relevant to our markets.

Behavioral competencies:

Precision:

• A wrong calendar or retry value silently damages a live campaign; this person checks twice and tests on a test schema first.

Evidence over opinion:

• Reports “trunk X returned 503 on 41 of 60 attempts between 09:10 and 09:25, Call-IDs attached” rather than “calls are failing”.

Scope awareness:

• Knows wh