Digital Channels & Contact Engineer

Join Us At Vodafone, we are more than just a company shaping the future of connectivity for our customers—we are building a better future for every team member who joins us. When you become part of our team, you contribute to a worldwide mission centered on connecting people, overcoming intricate challenges, and fostering a sustainable and inclusive society. If you seek professional growth while maintaining a healthy work-life balance, Vodafone provides the ideal environment to thrive, belong, and drive meaningful change. What you’ll do Role purpose: Design and implement resilient systems engineered to guarantee uninterrupted availability and sustained operational performance. Build and maintain infrastructure with a focus on high reliability, ensuring seamless functionality and minimal downtime. Develop and oversee robust architectures that prioritize continuous system operation and operational integrity. Spearhead the advancement of internal development by implementing scalable platforms, refining optimized processes, and fostering continuous capability enhancement within Contact Center and Digital Care operations.

Responsabilités

• Ensures the smooth execution and successful delivery of projects across contact center and digital channel systems. Key accountabilities and decision ownership The individual occupying this position will undertake the following duties and responsibilities: Champion the creation, implementation, and ongoing refinement of IVR-based self-service pathways to minimize dependence on live support channels while empowering customers to resolve inquiries independently.

Expérience

• Maintain optimal performance and reliability of contact center systems by overseeing proactive monitoring initiatives and resolving incidents with urgency, while also advancing the automation of repetitive tasks and system health diagnostics to uphold consistent digital service delivery. Facilitate the shift toward internally driven development initiatives, with a primary emphasis on orchestrating IVR and chatbot solutions. Provide technical oversight and governance for the call center as a service (CCAFS) operating model, overseeing multi-tenancy deployments, maintaining service level agreement (SLA) compliance, and delivering support to enterprise customers. Handle system issues, incidents, and service requests in strict adherence to Service Level Agreements (SLAs). Assist in the acquisition and ongoing maintenance of technology infrastructure specifically designed for Customer Experience Systems. Oversee the planning, implementation, and deployment of systems and application modifications, as well as related projects, while ensuring adherence to established timelines and delivery milestones. Oversee the capacity and performance optimization of Customer Experience Systems to ensure seamless and efficient operations. Ensuring adherence to established cybersecurity policies, procedures, and processes governing contact and digital channel systems. Who you are Core competencies, knowledge and experience

Compétences requises

• Excellent Technical and Analytical Skills
• Excellent problem-solving abilities
• Actively manages own personal and professional growth

Profil recherché

• Excellent communication skills and team player Detail-oriented with a commitment to precision, this role demands strong analytical skills and the ability to assess situations methodically while maintaining a high degree of accuracy in all tasks. Must have technical/professional qualifications: A Bachelor of Science degree in Computer Science, Computer Engineering, Electronics and Communication, or IT Systems Administration is required. With a minimum of three years of hands-on experience in the telecommunication or IT sector, you possess specialized knowledge in contact center operations, chatbot technologies, and social media solutions. Experienced professionals in Artificial Intelligence, Natural Language Processing (NLP) technologies, automation solutions, and cognitive machine learning technologies are encouraged to apply. Professional candidates should possess hands-on expertise in developing software solutions using programming languages including Java, Python, C, and JavaScript, among others. Skilled in leveraging web technologies, including RESTful APIs, JSON, and HTTP/S protocols, to design, develop, and maintain efficient and scalable digital solutions.
• Proven proficiency in backend development frameworks including Spring Boot, .NET, and Node.js, coupled with hands-on experience in version control systems such as GitHub, GitLab, and Bitbucket. Possessing practical experience with relational database management systems (RDBMS) such as Microsoft SQL Server, MySQL, Oracle, and MariaDB is required. Proficiency in Windows Server 2012 or later, Red Hat UNIX/Linux operating systems, and F5 load balancers is required. Prior experience in contact centers and social media channels is highly beneficial. Not a perfect fit? At Vodafone, we firmly believe in the value of diverse perspectives and are committed to fostering an inclusive environment where individuals from all backgrounds can succeed. If your qualifications do not perfectly match every detail of this job description, we still encourage you to submit your application—you may be the ideal candidate for this position or another role within our organization. What’s in it for you Who we are As a pioneering global telecommunications company, Vodafone delivers essential services to millions worldwide. We are committed to the belief that connectivity drives meaningful progress, transforming lives and communities when harnessed for purposeful applications. By leveraging our advanced technology, we foster inclusivity by bridging gaps in communication, ensuring access for all individuals irrespective of background or location. Additionally, we prioritize environmental sustainability, not only in our operations but also by empowering customers to adopt eco-friendly practices. Belonging at Vodafone transcends mere ideology—it is actively nurtured and integrated into every aspect of our operations. You will join a global, diverse collective of individuals, each bringing unique perspectives, talents, abilities, backgrounds, and cultures. Our unwavering dedication lies in advancing diversity, fostering equal representation, and transforming Vodafone into an environment where every person feels secure, respected, and truly included. Should you require any reasonable adjustments or have an accessibility request during the recruitment process, such as additional time or breaks between online assessments, please visit https://careers.vodafone.com/application-adjustments/ for further details and support? We encourage collaboration and community engagement by inviting you to utilize the social media sharing icons provided below to distribute this opportunity. Please submit your updated resume and completed application via the company’s official website by following this link. Closing Date : 30th May , 2026. Don’t miss out on the most recent job opportunities available in Tanzania by subscribing today. Click here to stay updated.