Call Center Systems Engineer

  • Full Time
  • Lusaka, Zambia
  • Applications have closed

Website ReadyPayZambia Fenix International Zambia

Power to Rise

About Fenix

Fenix International is a next-generation energy company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, ReadyPay Solar, is an expandable, lease-to-own solar home system financed through affordable instalments starting at ZMW 2.5 per day. We use real-time transaction data to create a unique credit score to finance power upgrades and other life-changing loans and open up a wider world of energy and financing for our customers.

To date, Fenix has sold over 220,000 ReadyPay Power systems in Uganda and Zambia, bringing clean, reliable power for lights, phones, radios, TV and much more to over one million people. In 2017, Fenix announced that it was joining forces with ENGIE, one of the world’s largest energy companies and a leader in the move to renewable, decentralised and digital energy. ENGIE will make significant commercial investments in Fenix to accelerate the path to our mission. Fenix will operate as a distinct and autonomous company within the ENGIE group in order to retain our unrelenting focus on innovation, smart iterative design, strong team culture and exceptional customer experience. Together, Fenix and ENGIE plan to bring life-changing energy and financial services to tens of millions of off-grid customers and to make universal access to modern energy a reality across Africa.

Job Description

The technology in the Fenix call center is built upon a belief in leveraging modern technologies along with well-established industry standard technology to create a powerful, flexible and scalable call center solution. To this end, the Fenix call center is built on technology and software that lends itself to customization and expandability. This allows the call center to adapt to changing needs and continually improve the quality of our customer and agent experience. We are looking for an experienced systems administrator to work with in advancing these objectives. You will report to and work closely with the Head of Customer experience.

We are looking for highly professional technical support for our on-premise, Asterisk based call center communications platform. Our current stack includes Python, NodeJS, AngularJS, C / C++, AWS, Git, and MySQL.

As a Call Center Systems Engineer, your key responsibilities are:

Improving the quality and efficiency of our customer service through innovative use of technology

  • Improving the reliability, performance and availability of the existing system in a scalable and flexible manner
  • Continued integration with our business tools
  • Design, build, test and deploy new services and features for the platform
  • Local network maintenance and management to ensure optimal application performance
  • Provide ongoing technical support in configuring and optimizing call center user environments

Maintaining the Fenix Zambia fleet of technology

  • Source, assign, manage, and maintain Fenix Zambia’s hardware and software technology
  • Maintain relationships with key IT suppliers
    Provide IT support to our team, when needed

Required Skills & Experience

  • 3+ years of experience
  • Experience working with VoIP, SIP, TDM, and related technologies
  • Experience with Asterisk, Kamailio etc
  • Custom Asterisk application development experience.
  • Strong system, network debugging and troubleshooting skills.
    Ability to transpose service or feature descriptions into technical requirements
  • Experience designing and developing call centre solutions
    Experience customising existing call centre solutions
  • Ability to rapidly build and test new services and features.
  • Excellent written and verbal communication skills in English

Desired Skills

  • Experience with WebRTC, UC, and related technologies is a strong plus.
  • Working knowledge of IP networking and configuration
  • Working experience with C, C++, Python, and JavaScript is a strong plus.
  • Experience using Git source control.

To Apply;

To apply please send your CV and Cover Letter to [email protected] answering the following questions:

Why do you want to work for Fenix?
Why are you the best person for this role?
How have you used data to make a strategic decision in the past?

Please ensure that you mention www.gozambiajobs.com as the source of this job advertisement.

Fenix offers a competitive salary and a fun, fast-paced and high-growth work environment. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply, however, only those selected for a further interview will be contacted.


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