Senior Service Consultant Professional Services (f/m/d)

Permanent employee, Full-time · München, Mainz, Ibbenbühren, Berlin, St. Pölten

Your Mission

As a Senior Service Consultant in Professional Services, you will play a crucial role in fulfilling customer requirements through our premium telecommunications solutions. Your primary responsibility will be to implement customized contact center projects that cater to our clients' specific needs. This includes conducting detailed project workshops, creating functional specifications, overseeing project implementation, and providing comprehensive training to agents, supervisors, and administrators. Additionally, you will offer go-live support, post go-live hypercare and collaboration in root-cause analysis for business-critical cases. Your success in this role will be defined by your ability to meet deadlines, provide in-depth solutions, and maintain transparency and authenticity in your work.

The Professional Services team implements technically demanding projects with complex communication solutions, such as omnichannel contact centers, with the aim of optimizing customer experience and satisfaction. The team is part of the Consulting & Services division, which is characterized by practical technical knowledge and customer orientation and reports to the CPO. Professional, customer-oriented approach to our customers. Cohesion, respect and fairness are very valued within the team.

THE WORK YOU WILL DO:

Conducting workshops
Creation and coordination of specifications
Configuration of contact center products and solutions according to given specifications (in particular: Inbound telephony, outbound campaigns, e-mail-based ticketing systems, IVR, chatbots, CRM connections, integration with SIP trunks, etc.)
Implementation of product-specific training courses
Composition of technical documentation of the customer solution and handover to regular operation
Customer-specific integrations with 3rd party systems (CRM / ERP / ticketing etc.)
Integration and configuration of modules based on artificial intelligence (voicebots, chatbots, e-mailbots)
Supporting the national companies with product-specific issues and complex implementation scenarios
Support for technical consulting in special solution details

Your profile

A technical background in IT or telecommunications
At least 5 years of experience with project work/implementation, ideally in the telecom sector, such as Contact Center, UCaaS, ACD or IP Centrex
Good understanding of SIP, VoIP or NGN
Experience in scripting and integration of APIs
Very good written and spoken German and good English skills
Further language skills are an advantage
Proactive with strong collaboration skills, contributing to project initiatives. Curious and enthusiastic about new technologies. Humble to learn and keen on knowledge sharing.

Why us?

Permanent position in a hybrid working environment with flexible working hours
A motivated, distributed and agile team with flat hierarchies
Support for further training, including language courses
Start remotely or in one of our offices in Munich, Berlin, Mainz, Mannheim
Modern offices with on-site parking
Quiet and spacious workspaces with modern equipment and friendly colleagues
International working atmosphere in a constantly growing company with an open culture and constructive communication
Company pension scheme
Workation & sabbatical option
EdenRed card, Sports Benefit and exclusive offers and voucher codes within the Corporate Benefits App
Laptop of your choice (Apple or Windows)
Of course, we also have the free coffee and fruit basket

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About us

NFON who?
We’re NFON. A leader in pan-European provider of integrated cloud business communication and active in 18 countries. We’re born in the cloud, built as a start-up but now grown up.

What we do…
Think of us as an outstanding communication system for companies in Europe. Making complex things simple can be a daunting challenge. We know that. However, communication should be simple, intuitive and hassle-free. That is why we provide cloud communication solutions to satisfy today the needs of tomorrow. Our more than 55,000 satisfied customers throughout Europe show that we're doing a pretty good job.

How & why we do it
We enable our employees to experience smarter workflows. All our people have the opportunity to thrive at NFON. But it's their own decision. NFON offers all kind of tools to reach your optimum but it's what you make out of it. You do not like long processes – design your own with your boss. You want to mingle with your colleagues? Join one of our countless employee events.

Diversity is at our core.
NFON is an equal opportunity employer and does not discriminate on the basis of ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran or disability status.

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Your application!

Thank you for your interest in the NFON Group. To complete your application, we need some more information from you - please fill out the form. If there are any difficulties with the upload of your data, please send us an e-mail to talent@nfon.com. We are looking forward to getting to know you!