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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 improves customer relationships through impressive experiences and leading digital solutions. You will build concepts and take responsibility for the design, configuration, and go-live of contact center platforms for well-known companies. Your focus is on implementation: configuring, integrating, migrating, and optimizing using Genesys and other platforms. You will work in a technology field at the forefront of AI development, where intelligent automation and AI-driven customer experience shape the future of modern contact centers.

Responsibilities

Technical Solution Design: Developing 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 other providers depending on the project.
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: Developing REST/Webhook integrations with CRM, ERP, and backend systems, and implementing 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 a comparable field, or equivalent practical experience.
At least one completed CCaaS implementation or migration as an active participant.
Analytical mindset with a high quality standard for own technical work results.
Ability to explain technical issues understandably to both specialist and management levels.
Strong ability to identify and critically evaluate AI potential and use it for innovative solutions, well-founded recommendations, and measurable customer benefit.

Skills

CCaaS platforms
Genesys Cloud CX
Architect
Admin
WEM
Reporting
REST
Webhook
CRM integration
ERP integration
AI
Intelligent automation
Customer Experience

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 comparable
Equivalent practical experience

Benefits

Best-in-class training at Deloitte University and individual qualification programs
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
Health & fitness focus through regular health days, collaborations 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
Diverse scope for design and active promotion of an inclusive corporate culture

About the Company

We improve customer relationships through impressive experiences and leading digital solutions.
We are a team that supports renowned companies in their digital transformation to sustainably promote their growth.

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.