As a Senior Service Consultant in Professional Services, you will play a crucial role in fulfilling customer requirements through our premium telecommunications solutions. Your primary responsibility will be to implement customized contact center projects that cater to our clients' specific needs. This includes conducting detailed project workshops, creating functional specifications, overseeing project implementation, and providing comprehensive training to agents, supervisors, and administrators. Additionally, you will offer go-live support, post go-live hypercare and collaboration in root-cause analysis for business-critical cases. Your success in this role will be defined by your ability to meet deadlines, provide in-depth solutions, and maintain transparency and authenticity in your work.

The Professional Services team implements technically demanding projects with complex communication solutions, such as omnichannel contact centers, with the aim of optimizing customer experience and satisfaction. The team is part of the Consulting & Services division, which is characterized by practical technical knowledge and customer orientation and reports to the CPO. Professional, customer-oriented approach to our customers. Cohesion, respect and fairness are very valued within the team.

THE WORK YOU WILL DO:

• Conducting workshops
• Creation and coordination of specifications
• Configuration of contact center products and solutions according to given specifications (in particular: Inbound telephony, outbound campaigns, e-mail-based ticketing systems, IVR, chatbots, CRM connections, integration with SIP trunks, etc.)
• Implementation of product-specific training courses
• Composition of technical documentation of the customer solution and handover to regular operation
• Customer-specific integrations with 3rd party systems (CRM / ERP / ticketing etc.)
• Integration and configuration of modules based on artificial intelligence (voicebots, chatbots, e-mailbots)
• Supporting the national companies with product-specific issues and complex implementation scenarios
• Support for technical consulting in special solution details

• A technical background in IT or telecommunications
• At least 5 years of experience with project work/implementation, ideally in the telecom sector, such as Contact Center, UCaaS, ACD or IP Centrex
• Good understanding of SIP, VoIP or NGN
• Experience in scripting and integration of APIs
• Very good written and spoken German and good English skills
• Further language skills are an advantage
• Proactive with strong collaboration skills, contributing to project initiatives. Curious and enthusiastic about new technologies. Humble to learn and keen on knowledge sharing.

• Permanent position in a hybrid working environment with flexible working hours
• A motivated, distributed and agile team with flat hierarchies
• Support for further training, including language courses
• Start remotely or in one of our offices in Munich, Berlin, Mainz, Mannheim
• Modern offices with on-site parking
• Quiet and spacious workspaces with modern equipment and friendly colleagues
• International working atmosphere in a constantly growing company with an open culture and constructive communication
• Company pension scheme
• Workation & sabbatical option
• EdenRed card, Sports Benefit and exclusive offers and voucher codes within the Corporate Benefits App
• Laptop of your choice (Apple or Windows)
• Of course, we also have the free coffee and fruit basket