You are jointly responsible for the professional design and ongoing development of the operating processes and standards for the Contact Center squad.
You are the primary point of contact for our partner Genesys regarding the operational management of the current on-premises solution as well as the new cloud solution, and you identify trends through regular exchanges with Genesys that you implement early in coordination with management.
Together with the team, you ensure that compliance and regulatory requirements are met.
You proactively coordinate with other teams and stakeholders to ensure cross-functional collaboration.
With your expertise, you continuously optimize our applications and services and work closely with the agile role holders.

Requirements

You hold a degree in computer science with several years of relevant professional experience, or vocational training as an IT specialist (Fachinformatiker) with many years of relevant experience, or a comparable qualification.
You have technical understanding of Contact Center technologies, ideally with a focus on Genesys Cloud, and solid knowledge of cloud architectures and the automated provisioning and management of cloud infrastructures (e.g., with Terraform).
You have a deep understanding of customer needs and behavior, ideally within the (cooperative) banking environment.
You have business-fluent German (at least C1 level) and good English skills (at least B2 level).
Your strengths lie in conceptual design, entrepreneurial thinking, innovation-oriented implementation, and consistently agile action.
You enjoy working cross-functionally, are communicative, act solution-oriented, and demonstrate a strong quality and sense of responsibility as well as independent, team-oriented and self-reliant working.

Benefits

Flexible work: We operate in a balanced hybrid mix of remote work and presence in modern office environments (Activity Based Working).
Work-life balance: With our individual working time models such as part-time, the option to choose full-time between 30–40 hours, and our lifetime working time account (sabbatical and/or pre-retirement leave), you will find the right balance.
Reconciling private life and career: We offer a family allowance and support in special family situations, such as caring for relatives.
Individual benefits: You can choose between bike leasing, IT hardware leasing, capital-forming benefits (savings contributions) and/or an additional day off, as well as a company pension scheme and other options.
Onboarding: We welcome you at our #enter welcome event; additionally, you will receive a structured induction with a mentor (buddy) and regular feedback meetings with your People Lead.
Health management – Health, Family and Life: We support you through partnerships such as Familiengenossenschaft and voiio. Enjoy varied meals in our staff restaurants and connect with colleagues through our sports offerings.
Career model and training: In our development dialogues you discuss your professional, methodological and personal career goals and pursue them through our diverse training options.
Our corporate values: Respectful, open and honest, self-responsible, supportive and result-oriented — guided by team spirit and a commitment to innovation and active knowledge sharing.
Future and job security: As a cooperative company with decades of experience, we are pioneers of digital transformation in banking and a systemically relevant employer.
Kununu: We are Top Company 2026 and proud of a Kununu score of 4.2 and a recommendation rate of ≥ 90%.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Contact Center technologiesGenesys Cloudcloud architecturesautomated provisioningcloud infrastructuresTerraformconceptual designentrepreneurial thinkinginnovation-oriented implementationagile methodologies

Soft Skills

cross-functional collaborationcommunicativesolution-orientedquality senseresponsibilityindependent workingteam-orientedself-reliant

Certifications

degree in computer sciencevocational training as IT specialist