Level
Experienced
Location
Freiburg im Breisgau
Working Model
Hybrid, Onsite
Job Field
IT, Project, System
Employment Type
Part Time
Contract Type
Permanent employment

Job Summary

In this role, you analyze customer service processes, identify improvement potentials of the Genesys platform, and coordinate requirements with departments and IT for optimized contact center solutions.

Job Technologies

Your role in the team

In this role, you support the continuous development and optimal utilization of our Genesys contact center solution in customer service.
You analyze existing processes and usage possibilities, identify areas for improvement, and gather technical requirements.
In this role, you coordinate the requirements between customer service, specialist departments, and IT, and oversee the implementation of optimizations.
As a technical interface, you ensure that the existing functions of the Genesys platform are used sensibly, efficiently, and according to needs, and are continuously developed.
Further development and optimization of the Genesys contact center solution, including the identification of unused features.
Advising the departments on technical possibilities and suitable use cases.
Recording, structuring, and aligning technical requirements as well as translating them into solution concepts, user stories, and process descriptions.
Analysis and optimization of customer service processes, particularly routing, distribution logic, and service workflows.
Analysis of reporting and analytics data, as well as deriving, prioritizing, and tracking improvement measures.
Support with changes, releases, testing, as well as the implementation of new features and services.
Coordination of Genesys with adjacent systems, especially Salesforce.
Technical support for complex issues and disruptions.

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Our expectations of you

Qualifications

Knowledge in requirements management as well as in the structured collection, analysis, and documentation of technical requirements.
Knowledge of the integration of Contact Center and CRM systems, ideally Genesys and Salesforce.
Structured, independent, and solution-oriented working style, as well as confident communication and collaboration with technical and subject matter experts.

Experience

Experience in Customer Service / Contact Center, especially with relevant processes and structures.
Experience with contact center or ACD solutions, ideally Genesys.
Experience with technical concepts, user stories, and process documentation.
Experience with reporting and analytics tools as well as a strong analytical understanding of customer service and contact center processes.

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What we offer

Shape the mobility of tomorrow with us - in a culture driven by interpersonal interest, openness, and respect.
Your ideas and who you are matter to us.
We offer you space to unfold, a flexible working environment, and meaningful benefits.
Grow in a diverse community where co-creation and exchange are truly practiced and desired.