**Job Purpose**
The Contact Center (CCaaS) Engineer is located in one of our European Subsidiaries and reports to the Team Manager Contact Center Services at HQ. This role will play a key part in transforming our contact center solution towards a modern cloud based omnichannel solution. The goal will be that we bring our existing solution to the next level: a customer focusing solution to leverage the customer experience. You will have the opportunity to travel to various countries (10-20%).
**Main Tasks and Responsibilities**
- Supports a contact center transformation project going from on premise to cloud as a key player
- Is responsible for the technical specification of the planned solution and the implementation procedure
- Leads the testing group to validate the technical integration according to customer needs
- Guides subsidiaries with rollouts, training people and coordinating tasks, ensuring operational readiness after cutover
- Works closely with the project & migration manager delivering projects on time and in budget
- Is confident working in an agile environment and adapting to changes in a collaborating way
- Manages our partners coordinating ongoing tasks and changes in a proactive and active manner
- Helps defining, coordinating and implementing additional self service capabilities within our contact center environment
- Coordinates reporting & monitoring needs on a corporate level
**Requirements needed**
Education
- Bachelor or master’s degree in a relevant field of work or an equivalent combination of education and work-related experience
- Strong background in the areas of Contact Center Cloud Technology and WebRTC
- Experience with cloud technology and cloud migration within contact center technology
- Strong communication skills and able to adapt to diverse cultures and languages
- Advanced English skills, German or Italian or Spanish or French are a plus
- Experience with Voice Recording Systems, Knowledge Management Systems, AI&ML;, Bot Frameworks are a plus
- Experience with next gen CRM systems like Salesforce, SugarCRM, Creatio, Oracle, Microsoft are a plus
Personal Attributes
- Energetic, straightforward and performance-driven professional with entrepreneurial spirit and strong execution abilities
- Analytical skills
- Strong communication skills with vendors and internal customers
- Interested in diversified communication technologies, social media, agile processes
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
**Employment Type**:Full Time
**Alternative Locations**:Spain : Alcobendas || Germany : Berlin || Switzerland : Basel
**Travel Percentage**:0 - 20%
**Requisition ID**:8688