Contact Center Business Analyst (Cisco Webex)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Contact Center Business Analyst (Cisco Webex): Support and develop telephony and call center solutions for 's facilities IT department with an accent on Cisco Webex Contact Center and collaboration services. Focus on managing the service lifecycle, implementing hybrid working methods, and ensuring SLA compliance.
Location: Hybrid (Berlin, Essen, Hannover, München, Würzburg, Germany)
Company
Digital Technology leads 's digital transformation across Europe to support the global energy transition through sustainable technology solutions.
What you will do
- Act as the Voice Business Analyst for Cisco Webex Contact Center, providing consulting and ongoing support.
- Develop and implement business and service concepts for collaboration services using modern hybrid working methods.
- Manage the service lifecycle, including change management, regulatory compliance, and continuous improvement.
- Ensure service quality and SLA compliance according to existing design standards and frameworks.
- Analyze market offerings and technology trends to maintain the Unified Communication and Collaboration portfolio.
- Manage external suppliers and participate in governance and management meetings.
Requirements
- University degree in computer science, business informatics, or a comparable field.
- Several years of professional experience in customer service and contact center environments.
- Strong experience in service delivery.
- Very good knowledge of ITIL (certification is a plus).
- Fluent in English and German.
Culture & Benefits
- 30 days of paid vacation per year, plus Christmas and New Year's Eve off.
- Option to exchange salary for more paid vacation or take a sabbatical.
- Hybrid work model with the possibility of workation for up to 20 days per year within Europe.
- Company-sponsored health membership.
- Mobility support including car/bike leasing and subsidized Deutschland-Ticket.
- Comprehensive company pension scheme and insurance package.
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