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.