Contact Center Platform Specialist (m/w/d), Winterthur, 80-100% — Implenia

Full description

As the largest real estate management service provider for demanding residential, office and commercial areas, we offer our customers a comprehensive all-round service package. With our centrally located Customer Value Center (CVC) near the train station in Winterthur, we provide tenants, interested parties and suppliers with a central point of contact. Through various channels, we ensure a service-oriented and multilingual customer dialogue.

With topics such as Quality & Education, Knowledge Management, Reporting & Analytics and Workforce Management, the Business Support department ensures efficient control of the contact center and continuously develops processes and systems.

To complement our existing team in Winterthur, we are looking for an expert and customer-oriented personality as

Contact Center Platform Specialist (m/f/d)

Winterthur, 80-100 %

This is what moves you

• You will continuously support and develop our central contact center platforms ServiceNow CSM, 3CLogic CCaaS and Calabrio Workforce Management
• You will analyze business requirements, processes and system contexts, evaluate technical solutions and translate them into concrete solution concepts, user stories and implementable system configurations.
• You are responsible for the professional administration, configuration and optimization of our platforms, especially in the areas of case management, workflows, IVR, routing, queues, skill management and workforce management.
• You implement no-code and low-code configurations independently, automate professional processes and enable other specialist areas to use defined self-service functions independently.

You define uniform configuration standards and ensure a governance-compliant and documented implementation

• You plan and carry out technical tests, analyze application and configuration problems and accompany technical topics until the qualified transfer
• You recognize standardization, automation and optimization potential at an early stage and actively contribute to the further development of our platforms and processes.
• As a technical interface, you work closely with the business, product owners, IT, platform managers and external technology partners.
• You actively promote the use of artificial intelligence (AI) and intelligent automation solutions, identify suitable use cases and accompany their conception, configuration, introduction and continuous optimization.

This is why you succeed

• You have completed vocational training with EFZ or a comparable qualification; a further education in business informatics, business analysis, digital business or business administration is advantageous
• You have several years of professional experience in a technical environment, ideally in the contact center, customer service, workforce

Management or business application environment

• Contact center technologies and processes such as ACD, IVR, queues, skill-based routing, omnichannel and workforce management are familiar to you
• You have a strong technical understanding and experience in the administration and configuration of business applications, ideally with no-code and low-code solutions
• Knowledge of business analysis, requirements engineering, testing and UAT as well as an understanding of interfaces, data flows and cross-system dependencies round off your profile
• You work independently, structured and solution-oriented and convince with strong communication and consulting skills
• You have very good knowledge of German and English in word and writing

Here are some of our benefits

• Working hours: We live mobile work with individual (year) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is a top priority for us, because balanced and relaxed employees are important to us. The purchase of additional holidays is possible.
• Mobility and food: You will receive a contribution for the mobile phone. For your food, we also make a contribution.
• Education and training: Promoting employees is an important part of our culture. Benefit from generous support in internal and external education and training. We offer career opportunities in management, specialist and project functions
• Salär: With us you can expect a market-based remuneration with absolute equal pay for all genders. The pension benefits are attractive and you can choose the right one for you from different models. The accident protection insurance covers the private hospital department.

More information about our benefits can be found on our career page.

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