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GENERAL DESCRIPTION OF TASK(S) AND OBJECTIVES TO BE ACHIEVED
Under the overall supervision of the FAO Representative FAO Somalia and the direct supervision of Head of Information and Systems Management Unit, FAO Somalia is interested in developing a Compliance, Feedback and Complaint management system to facilitate speedy and efficient communication with beneficiaries and stakeholders on the field in Somalia, in a variety of use-cases which will involve a Call Centre and a Hotline with communication through mobile phone, SMS, USSD and voice messages.
Integration of Call Centre questionnaires in the module with voice recording of the surveys, and tracking per Letter of Agreement (LoA);
Integration of the hotline in the module with full tracking of call received, actions up to closure of the hotline case. Actions may require phone call from the Call Centre or bulk SMS to standard queries.
As part of compliance monitoring, FAO Somalia may send SMS messages to recipients containing multiple questions and expect either single or multiple responses to each.
As part of information dissemination campaigns, FAO Somalia may send broadcast message to recipients, without expecting any response. For example, warning of impending floods.
As part of an open feedback mechanism, FAO Somalia might receive SMS messages to their hotlines providing feedback on any of the activities on the ground.
Respondents at times send unexpected responses and some of them need:
o A predefined response e.g FAO hotline number, entitlements amount e.t.c;
o Further assigned action/s from responsible officer/s e.g entitlements, complaints and harassment or security reports ;
o Future dated follow up by responsible officers.
There are a number of MNO’s in Somalia and interoperability between them is not guaranteed. To ensure deliverability, the system should determine the MNO that a number belongs to and send communication/s
through the same MNO’s gateway where applicable.
Some SMS recipients share a phone number and are present in the same or different campaigns ongoing at the same time.
FAO Somalia occasionally sends multiple SMS campaigns at the same time and expect feedback from more than one question and at times; recipients may appear in more than one active campaign.
Internet availability is not guaranteed in parts of Somalia.
Sometimes, the recipient’s phone might be off in the 48 hour SMS delivery period.
Gather and document requirements from end users on functionality required;
Develop a Compliance, Feedback and Complaint management system to implement the features documented in the requirements document. The developed system should be based on industry best practices and FAO software development standards;
Food and Agriculture Organization of the United Nations
VACANCY ANNOUNCEMENT NO: FAO/041/2019
Issued on: 29th August 2019
Deadline For Application: 11th September 2019
POSITION TITLE: Software Developer (SC7) DUTY STATION: NAIROBI
CONTRACT TYPE:NPP(SERVICE CONTRACT)
DURATION: 3 MONTHS (EXTENSION SUBJECT TO PERFORMANCE AND AVAILABILITY OF FUNDS)
ANTICIPATED START DATE: IMMEDIATELY
ELIGIBLE CANDIDATES: KENYA NATIONALS ONLY
Conduct user acceptance testing to ensure the system has met all the requirements specified by the users;
Advice on the revision of existing related workflows to increase efficiency or adapt to new requirements;
Work with implementation partners, aggregators, mobile network operators and vendors to ensure the successful delivery and provision of a quality product & service;
Produce detailed documentation on technical specifications; user guide; challenges and lessons learned;
Train end users on how to use the system;
Train technical personnel on how to manage and maintain the system.
Any other related office duties as required
KEY PERFORMANCE INDICATORS REQUIRED COMPLETION DATE
Expected Outputs: SMS/USSD/VOIP – Compliance, Feedback and Complaint management system
Inception Report (Well define goals and objectives)
API, modules development and integration to SMS/USSD/VOIP gateway/aggregator
Required Completion Date:
Weeks 3 & 4
Weeks 5 – 20
Weeks 21 – 24
ACADEMIC AND WORK EXPERIENCE QUALIFICATIONS
University degree in software engineering, computer science or related fields with solid foundation in application development and strong competencies in mobile VAS, SMS and VoIP gateways, data structures, algorithms and human centred design.
A minimum of five (5) years’ experience in building and managing scalable applications
Professional work experience in mobile VAS integrations and application development is an advantage.
Proficiency in generating customer focused designs (UI/UX/CX)
Proficiency in building restful services and interactive dashboards in Python, Java or PHP
Deep technical knowledge of relational databases – MySQL, PostgreSQL
Working experience in integrating services to MNO’s and aggregators
Working experience with SMPP protocol, USSD, RapidSMS, Rapidpro, Kannel and Asterisk is an
Proficiency in setting up and managing SMS and VoIP gateways is an advantage
Working knowledge (level C) of the FAO official language used for communication within the country (English) and working knowledge of the local language(s) is required.
Ability to effectively use standard office software, such as MS Office (Windows, Word, Outlook, Excel, Exchange) etc. Ability to use accounting software and other information systems and databases to insert data, make enquiries, retrieve/define ad hoc reports and analyses and edit results in
Office Management Skills:
Systematic, well-structured and efficient approach to work assignments. Analytical ability, accuracy and consistency. Exercise diligence and care in dealing with records and expenditures.
Interpersonal Communications and Teamwork Skills:
The incumbent must possess a cooperative spirit, flexibility and openness to work in an international environment. Tact and courtesy. Ability to establish and maintain effective working relationships with people of different national and cultural background.
Candidates are requested to submit a covering letter quoting the Position Title and Vacancy Announcement No.FAO/041/2019 along with their current/detailed Curriculum Vitae. E-mail is the preferred means of receipt and the application should be sent to HR-Somalia@fao.org
Applications must be received by the deadline.
Only short listed candidates meeting all essential qualifications will be contacted.