Application Consultant - Contact Center Solution (f/m/x)

Welcome to ZEISS – a company that combines innovation and responsibility! Our corporate functions are diverse and make a decisive contribution to the strategic orientation and sustainable success of ZEISS.

As anApplication Consultant for Contact Center Solutions , you will play a pivotal role in developing, supporting, managing and optimizing the global Genesys Cloud based Contact Center Solutions at ZEISS. Your responsibilities will encompass a balanced blend of functional and technical aspects, ensuring that our solutions deliver exceptional customer experiences across all regions. You will oversee the entire lifecycle of application operations, from initialization and implementation to ongoing monitoring, error analysis, and resolution.

In this role, you will collaborate closely with business units and cross-functional IT teams to ensure that our services meet the evolving needs of our customers. Your technical expertise will be crucial in implementing Genesys Cloud solutions and integrating them with CRM and existing backend systems.

Your Role

• As a Application Consultant you will be responsible for the Genesys Cloud based Contact Center Solution from an application perspective ensuring optimal performance and user satisfaction
• Work closely with business groups to gather, review, and prioritize feature and change requests, coordinating implementation with relevant stakeholders
• Should be able to develop flows and Implement/Configure in Genesys Cloud as per business requirements and handle Genesys Cloud related support tickets using ITSM tool
• Manage the release process and solution roadmap in collaboration with the Product Owner and all relevant stakeholders to ensure timely updates and enhancements
• Your area of responsibility also includes building 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
• Beside that you will also coordinate the integration of the Contact Center Solution into respective backend systems (SAP CRM, Salesforce, Analytics)

An exciting transformation project awaits you, in which the conversion from the existing contact center solution to a new solution takes place.

Your Profile

• 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
• Your strengths include analytical and conceptual thinking

Your ZEISS Recruiting Team:

Mrs. Selina Riccio