Application Consultant – Contact Center Solution
ZEISS Group
full-time
Posted on:
Location Type: Office
Location: Oberkochen • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Play a pivotal role in developing, supporting, managing and optimizing the global Genesys Cloud based Contact Center Solutions at ZEISS
- Oversee the entire lifecycle of application operations, from initialization and implementation to ongoing monitoring, error analysis, and resolution
- Collaborate closely with business units and cross-functional IT teams to ensure that our services meet the evolving needs of our customers
- Manage the release process and solution roadmap in collaboration with the Product Owner and all relevant stakeholders to ensure timely updates and enhancements
- Build strong relationships with cross-functional IT departments (telephony, network, operations, reporting) as well as services vendors to ensure the necessary support is available for the live locations
- Coordinate the integration of the Contact Center Solution into respective backend systems (SAP CRM, Salesforce, Analytics)
Requirements
- Degree in business informatics, industrial engineering, or a similar subject area
- Good experience in managing (development/support) on Genesys Cloud based Contact Center Solution
- Profound experience related to contact center domain and good understanding of API integration with basic coding knowledge
- Proficient knowledge of telephony and contact center systems, with a strong preference for experience on the Genesys Cloud platform, familiarity with APIs, SIP protocols, and cloud-based architecture is highly desirable
- Basic knowledge of the Salesforce and/or SAP CRM environment and ideally have already accompanied integration scenarios
- Excellent communication skills with a passion for engaging with stakeholders at all levels combined with the ability to work in an cross-functional and international team
- Analytical and conceptual thinking
Benefits
- Employee engagement initiatives
- Opportunities for further development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Genesys CloudAPI integrationcoding knowledgetelephony systemscontact center systemsSIP protocolscloud-based architectureSalesforceSAP CRMintegration scenarios
Soft skills
communication skillsstakeholder engagementcross-functional teamworkanalytical thinkingconceptual thinking
Certifications
degree in business informaticsdegree in industrial engineering