CX Engineer, Rwanda

Role Overview

We are seeking a CX Engineer to support clients in connecting their systems to digital platforms. This role focuses on understanding client requirements and facilitating integrations with IVR systems, National ID services, and government e-services to ensure secure, reliable, and seamless interactions.

This position is ideal for someone with practical experience in IVR or system integrations, with a basic technical understanding of APIs and workflows, but advanced coding or full-stack development is not required. The CX Engineer will work closely with clients, product, and engineering teams to translate business needs into technical configurations and integration plans.

Key Responsibilities

• Engage with clients to gather requirements for integrating their systems with IVR platforms, National ID services, and eGovernment services.
• Assist clients in understanding integration possibilities, constraints, and required data formats.
• Work with internal teams to design integration plans and automation workflows based on client requirements.
• Serve as the primary point of contact between clients and engineering teams for integration-related queries.
• Guide clients through onboarding and configuration processes, ensuring smooth and secure connections.
• Document client requirements, integration steps, and workflows for internal teams and client reference.
• Troubleshoot issues during implementation and coordinate with engineers for resolution.

Requirements

• Experience in client-facing roles involving system integrations, IVR platforms, or eGov services.
• Familiarity with REST APIs, web services, and API authentication methods (API keys, OAuth, tokens).
• Understanding of data exchange formats like JSON and basic API request/response structures.
• Knowledge of IVR systems, telecom platforms, or conversational/chatbot platforms is a plus.
• Exposure to government systems, identity verification services, or secure APIs is an advantage.
• Strong problem-solving, coordination, and communication skills.
• Ability to translate business requirements into technical specifications for engineering teams.
• Basic technical knowledge (e.g., reading API documentation, using Postman) is sufficient; coding is not mandatory.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience with client requirements gathering and system integration coordination.
• Familiarity with IVR systems, telecom integrations, or conversational platforms.
• Understanding of REST APIs, web services, and system integration principles.
• Awareness of security protocols, authentication, and data privacy best practices.
• Strong troubleshooting and problem-solving skills.