Your Mission
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