Contact Center Solutions Specialist

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.

Required Skills:

• 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.

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.