Common Feedback Mechanism (CFM) Manager (Remote)

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance

Are you a software engineer, with a compassionate to solve world’s greatest humanitarian problems by using Artificial intelligence and Machine Learning? Do you have experience in doing projects involving Chatbot Development, Artificial Intelligence and Natural Language Processing technology?

Join our team who works on the frontlines of the world’s gravest humanitarian crises; in an exciting, collaborative, and fast-paced environment, surrounded by talented people of different cultures and nationalities. Help us deliver the corporate platforms required by the World Food Programme.

This is a remote role with a team working in the Central European Standard Time (CEST) time zone; for this role at least six working hours must overlap with the 08:30am to 5pm CEST working day. An international consultancy contract of up to 6 months from start date with a possible extension will be offered to the selected candidate.

ORGANIZATIONAL CONTEXT:

The Emergency Telecommunications Cluster (ETC) is a global network of organizations, that work together to provide shared communications services in humanitarian emergencies. Under the global leadership of WFP, the ETC is one of the 11 clusters designated by the Inter-Agency Standing Committee (IASC).

The ETC works with governments, national business, and local communities to better prepare for and respond to disasters, as well as build communications resilience, moving from managing disaster to managing risk.

BACKGROUD AND PURPOSE:

The World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The Information Technology Emergency Preparedness and Response Branch (TECF) within WFP is responsible for coordinating and managing the IT response to emergencies. WFP is also the global lead agency of the Emergency Telecommunications Cluster (ETC) which is a global network of organizations that work together to provide shared technology services in humanitarian settings. ETC seeks to ensure that all those responding to humanitarian emergencies have access to vital information and communication technology (ICT) services.

A Common Feedback Mechanism (CFM) is a service that the Emergency Telecommunications

Cluster (ETC) provides to strengthen Accountability to Affected Population. This service is provided to humanitarian organizations and affected population to establish two-way communication. A single CFM platform within the international humanitarian architecture allows members of the affected population easier access to answers, speeds up the resolution of issues and allows greater efficiency and cost effectiveness for UN and decision-makers, to utilize one coherent system. Technically this service, augments various project management components with CRM software, solutions, data protection and capacity building component. Last year to respond to COVID-19, ETC added chatbot as a complementary solution to its CFM services to enable, a) Access to Information b) collect feedback c) trend analysis and d) improved efficiency and accountability of the UN collectively.

The aim of this position is to I) establish technical requirements for overall CFM as ETC service and ii) support chatbot deployment in 3x countries. The CFM Service Manager will be working remotely as part of the Global ETC team under the supervision of the ETC Programme Lead and day to day interaction with Chatbot Product Owner.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Support Global ETC unit to implement CFM service (including customer relationship management software, chatbot, etc.) in the field
• Support ETC team to coordinate and interface with WFP Architecture board, as required
• Support Chatbot product owner in deployment of chatbot solution in selected countries
• Backstop country offices with guidelines, tools, and templates for successful project implementation of chatbot
• Address technical requests and support troubleshooting of technical issues
• Train and assist staff utilizing the solutions related to chatbot and other CFM services
• Support chatbot country roll-out in line with TEC architecture guidance and in agreement with chatbot product owner
• Assess different CRM software and suggest ready-to-deploy solutions
• Monitor service stability and performance
• Conduct research on emerging CRM technologies and trends as required
• Liaise with system vendor for support, training and any other requests
• Deploy on missions to support the implementation of CFM projects in the field
• Perform other duties as required

DELIVERABLES:

• Produce CFM service delivery package with relevant technical, legal, and project management guidance related to CFM deployment (CRM software + chatbot) in the field
• Develop standard solution requirements for deploying CFM services in the field
• Develop documentation specifying standard solution requirements for deploying CFM services in the field
• Extract technical lessons learned from each project deployment that can be used to develop standards and best practices

MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

• University degree in IT, software engineering, Communications, Information Systems or any related discipline.

  Experience:

• At least 3 years of progressively responsible professional experience in managing software projects, with ability to producing documentation involving software solutions.

  Knowledge & Skills:

• Strong unit test and debugging skills

  • Familiarity with Python Programming
  • Experience in implementing projects with Agile approach Understanding of Machine Learning and Artificial Intelligence, Natural Language Processing technology is desirable
  • Ability to work harmoniously with people from different national and cultural backgrounds
  • Customer-focused approach

  Competencies

• • Well organized and detail oriented;
• Able to effectively coordinate multiple responsibilities simultaneously;
• Able to plan and organize work and communicate effectively;

• Ability to deal patiently and tactfully with people of different national and cultural backgrounds.

  Languages:

  Fluency in oral and written English with an intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.

  TERMS AND CONDITIONS:

WFP offers a competitive compensation package which will be determined by the contract type and selected candidate’s qualifications and experience.

Please visit the following websites for detailed information on working with WFP.

http://www.wfp.org Click on: “Our work” and “Countries” to learn more about WFP’s operations.

Deadline for applications: 28 April 2020 at 11:59pm Rome time

REF: 141805

Qualified female applicants and qualified applicants from developing countries are especially encouraged to apply.

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

Saving lives, changing lives