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About the Role

As a Senior Consultant CCaaS Engineering & Implementation, you will support renowned companies in their digital transformation to sustainably promote their growth. Our team enhances customer relationships through impressive experiences and leading digital solutions. You will be the technical core of the project team, responsible for the design, configuration, and go-live of contact center platforms for well-known companies.

Responsibilities

Technical Solution Design: Development of detailed technical solution architectures for CCaaS platforms, including routing logic, omnichannel design, integration, and data flow models.
Platform Implementation: Hands-on configuration and development on CCaaS platforms, especially Genesys Cloud CX (e.g., Architect, Admin, WEM, Reporting), and depending on the project, other providers.
Migration & Go-Live: Technical planning and execution of migrations from legacy environments to cloud contact center platforms, including parallel operation, cutover, stabilization, and hypercare.
Integration & Automation: Development of REST/webhook integrations with CRM, ERP, and backend systems, as well as implementation of bot, AI, and agent assist solutions.
Technical Delivery Responsibility: Ensuring technical delivery quality, managing delivery teams, troubleshooting productive environments, and supporting PoCs and technical tenders.

Requirements

Completed degree in Computer Science, Business Informatics, Communications Engineering, or equivalent; alternatively, demonstrable practical experience at an equivalent level.
At least one completed CCaaS implementation or migration as an active participant (not just observing).
Analytical mindset with a high standard for the quality of own technical work.
Ability to explain technical issues understandably to both specialist and management levels.
Willingness for continuous learning, quick adoption of new (cloud) technologies and complex topics, and readiness to travel.

Skills

CCaaS platforms
Genesys Cloud CX
Architect
Admin
WEM
Reporting
REST
Webhook
CRM integration
ERP integration
AI
Bot implementation
Agent Assist solutions

Location

Berlin
Düsseldorf
Frankfurt (Main)
Hamburg
Hannover
Köln
München
Stuttgart

Work Type

Mobile Working
EU Remote Working
Full-time

Experience Level

Senior

Education Level

Degree in Computer Science, Business Informatics, Communications Engineering, or equivalent
Demonstrable practical experience at an equivalent level

Benefits

Best-in-class further education at Deloitte University and individual qualification offers/trainings
Comprehensive development opportunities through structured career planning, inclusive leadership, secondment programs, project-based job rotation, and support for social engagement and corporate volunteering
Work-life balance through mobile working & part-time, sabbaticals, and family services (e.g., support for relatives, parental leave counseling)
Health & fitness focus through regular health days, partnerships with fitness providers, and support for sports and team events
Attractive employer benefits including bike and car leasing, company smartphone for private use, and flexible working models like trust-based working hours and EU remote working
Diverse scope for design and active promotion of an inclusive corporate culture through diversity & inclusion employee networks

About the Company

Our team improves customer relationships through impressive experiences and leading digital solutions.
We are looking for individuals who are as diverse as we are.

Equal Opportunity

Equal opportunities for all: We look forward to receiving applications from people who are as diverse as we are – irrespective of age, disability, ethnic origin and nationality, gender, religion, sexual identity or social background.