Kenya is an unexpected but promising player in the global race for digital outsourcing and AI-powered jobs. With a large population of young, English-speaking tech workers, Kenya is positioning itself to take over a portion of a rapidly growing segment of the market dominated by India and the Philippines. With AI changing the way businesses are structured and operate around the world, Kenya hopes to ride the wave of AI – not only to grow its economy but also to address youth unemployment in a country that has suffered from high rates of unemployment for decades.
The East African nation already has a foothold in the industry. Companies like Cloudfactory and CCI are creating thousands of AI outsourcing jobs, tapping into the need for human verification, content moderation, and training datasets for machine learning. With over a million young people turning 18 each year and limited formal job opportunities, digital outsourcing could offer a vital lifeline. But success hinges on the government’s ability to support and market this sector effectively.
Cloudfactory and the Rise of AI-Driven Microtasks in Kenya
Cloudfactory, a Kenya-based outsourcing firm, is leading the charge by handling a wide range of tasks ,from monitoring shoplifters and analyzing medical X-rays to training AI to identify whales. The company began with basic transcription work in 2014 but has evolved rapidly. Since 2024, it has expanded into more sophisticated, AI-powered business services.
Today, it supports clients like Charles River Analytics, helping prevent collisions between autonomous vessels and marine life. Cloudfactory employs 130 full-time staff and manages over 3,000 freelancers. As director Festus Kiragu put it, “We still need people to tell machines what to do and verify what they produce. And that is creating jobs ,lots of jobs.”
These roles fall under AI outsourcing jobs, a growing niche that merges artificial intelligence with human judgment, offering scalable employment opportunities in Kenya.
CCI and Traditional Outsourcing Still Drive Entry-Level Growth
Beyond AI-specific roles, traditional digital outsourcing in Kenya remains strong. At CCI’s modern office in Nairobi’s Tatu City, over 5,000 employees handle customer service for US-based airlines, banks, and retailers.
The company plans to double its workforce by 2030, driven by rising global demand and the cost advantage Kenya provides. CCI Kenya CEO Rishi Jatania, who started his own career on the phones, emphasized, “It’s an entry-level job, but it offers career growth.”
This side of digital outsourcing in Kenya continues to offer a stepping stone for young workers looking to escape the informal economy.
Government Support Could Unlock 100,000 Jobs by 2028
According to Genesis, a global consultancy, Kenya’s outsourcing workforce could grow from 35,000 to 100,000 within the next few years ,if the government steps up. This means tax incentives, marketing support, and improved regulatory frameworks are essential.
The recently formed Outsourcing Association of Kenya is lobbying for lower work permit costs and better promotion of the country as a tech outsourcing hub. “The government promotes tourism aggressively ,why not do the same for outsourcing?” said Cloudfactory’s Kiragu.
The potential for the outsourcing sector growth is massive, but it requires strategic public-private collaboration.
Challenges Around Ethics, Mental Health, and Worker Protection
While opportunity is opportunity, not all embrace the rise in outsourcing. When a Kenyan court determined Meta could be sued over the conditions of Sama, an outsourcing partner for content moderation, an outcry was sparked. Critics contend that participants can suffer long-term psychological damage from being exposed to violent content.
In light of these ethical dilemmas, calls have been made to provide greater protections for workers, particularly in emotionally taxing roles. Kiragu agrees with the rotation of duties every two months to avoid burnout.
Although these AI outsourcing jobs provide an income, they should include responsible work practices and mental health protections.
The Threat of AI Replacing Human Roles
Former trade and industrialisation minister Betty Maina warns that without proper reskilling, many of today’s roles will disappear. Entry-level call center jobs are especially at risk as generative AI improves.
To maintain momentum in outsourcing sector growth, Kenya must build training programs and upskill workers for AI-era needs. If the country succeeds, it could not only lead Africa’s outsourcing industry but also reduce unemployment and social unrest.
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