Technical Expert

Job Title: Technical Expert

Term: 10 months

Location: Nairobi, Kenya

Division: TAM (Technical Account Management)

Reports to: Technical Account Management Lead

Relevant experience: 8+ years of relevant experience in payment gateways, acquiring or technical project delivery. 

Mandatory requirements: Strong understanding of payment approvals flows, digital commerce, merchant integrations, rules on declines, fraud rules. 

PURPOSE OF JOB

The objective of this role is to support Issuing Clients to uplift their Card-not-Present Approval Rates by identifying, diagnosing and solving key addressable decline reasons. The candidate would work closely with issuers and their acquirers in providing end-to-end technical and operational support in the authorization space.

The TAM Deploy resource will coordinate addressable decline recommendations, manage technical support requests, and ensure efficient delivery and adoption of approval optimization by clients.

The resource will apply intermediate, practical knowledge to support service delivery, ensure operational excellence, and contribute to positive customer outcomes.

TASKS

Core Responsibilities and Accountabilities

The deploy resource will:

• Analyze the key decline reasons for the selected markets, identifying at a customer level required actions to optimize approval rates
• Support the technology and operational relationship with assigned customers, ensuring the optimization actions are undertaken at the customers
• Act as the primary point of contact for authorization optimization activities, coordinating closely with internal teams and Client stakeholders to initiate projects and follow up on onboarding requirements.
• Provide the ground deployment and project support as required, including logging requests, tracking actions, and providing regular status updates to the Client.
• Conduct regular review meetings with the Client to track open onboarding projects, incidents, and technical tickets.
• Coordinate with the Client's technical teams to ensure timely and high-quality support for authorization optimization

KPIs

• Increase in CNP approval rates
• Reduction in CNP decline amounts

Knowledge and Experience 

• Strong understanding of authorization flows 
• Hands-on experience supporting issuers to optimize customer experience 
• Proven ability to manage multiple workstreams in a fast-paced client environment 
• Experience working with cross-functional technical, operational, and business stakeholders

Mandatory Skills

• Deep understanding of card payments, processing, and architecture. 
• Operations excellence 
• Project management 
• Strong technical troubleshooting and problem‑solving capabilities 
• Excellent communication, documentation, and stakeholder‑management skills