Annepeace Alwala, is among the few leaders whose career spans broadcasting, customer care and artificial intelligence, and that range now shapes Kenya’s place in the global tech economy. As Vice President of Global Service Delivery at Sama, she leads one of the world’s most advanced AI and machine learning delivery centres, in Nairobi.
Her rise from Nairobi’s Githurai to the top of a global company is a story of steady growth, built role by role across more than a decade in customer experience and operations.
Building a Career From the Ground Up
Her early path was far from a straight line to the boardroom: she worked as a news reporter at Hope FM and as a voice over artist before moving into customer care.
Annepeace worked as a Service Delivery Manager at Horizon Contact Centers Ltd where she oversees the implementation of internal and client processes and undertaking regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
Prepares and presents consolidated monthly, quarterly and yearly operational performance reports and recommends action plans for value add services to increase revenue streams.
In customer care, she rose from agent to team leader to centre head.
she started as Senior Operations Manager at TECHNO BRAIN BPO ITES LIMITED where she maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses.
She also managed system and process improvement and quality assurance programs; installing upgrades.
Annepeace also served as Senior Manager Customer Experience at Chase Bank Kenya and later joined MultiChoice Group as Head Of Operations and also later became the Head of Customer Experience and Care
She is currently the Vice President, Global Service Delivery at Sama where she ensures process improvement and ensures plans are completed.
Alwala is known for setting and meeting performance targets, managing call centre operations, driving process improvements and ensuring quality assurance.
Powering AI and Creating Dignified Jobs
At Sama, Alwala oversees operations that power AI solutions across autonomous transportation, MedTech, agriculture and retail. Her focus goes beyond technology to people, her work is rooted in creating dignified digital job opportunities in Kenya. She leads a team of more than 3,000 directly employed Kenyan youth.
Championing Inclusion and Kenya’s Digital Future
Alwala has played a key role in positioning Kenya as the leading destination for AI value chain outsourcing in sub-Saharan Africa, and she was named among the Top 25 Kenya CEOs Impacting Sub-Saharan Economies 2026. She also puts inclusion into practice: 51 per cent of Sama’s workforce are women.
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At the 2026 Instinct Women Conference & Awards in Nairobi, she received the Business Services Leader of the Year award, recognizing her leadership in Kenya’s business services and AI delivery landscape and her contributions to dignified digital job creation, inclusive workforce development and Kenya’s growth as a global outsourcing destination.
Through every step, Annepeace Alwala shows that purposeful leadership can turn opportunity into jobs, skills and lasting economic impact.
Instinct Women’s Woman of the Week recognizes outstanding women leaders whose influence, innovation, and leadership are shaping industries across the globe and Annepeace Alwala exemplifies this impact in West Africa’s Digital Future
