System Administrator ACD/UC with a focus on operation and further development (m/f/d)

You take over the administration, planning and continuous development of the Automatic Call Distribution (ACD) system and the Unified Communications Solution (UC) and ensure their smooth operation. You configure and optimize call routing logic, queues and distribution strategies and continuously develop communication processes with regard to efficiency and service quality. You analyse technical requirements of internal customers, advise the technical feasibility departments and implement requirements in the ACD and Unified Communications environment in a quality-secured manner. You coordinate the operation of the ACD solution, create orders for the external service provider and accompany the implementation of the commissioned services. You support the analysis and elimination of disturbances, evaluate log files, and monitoring data, and are implementing appropriate measures for the sustainable troubleshooting. You analyze relevant key figures, in particular for service levels, accessibility and waiting times, as well as UC operating data, and develop optimization measures for efficient operation. You create meaningful reports, evaluations and monthly reports and document tasks, processes and system adjustments. You monitor and analyse the interfaces between the ACD, UC and specialist systems and contribute to a stable and sustainable system landscape through their continuous optimization.

You have a completed degree in the field of computer science or a comparable qualification in a field relevant to the enrolled job. Other educational paths or well-founded professional experiences with a similar orientation can also be suitable to meet the requirements of this position. You bring in-depth knowledge of ACD systems as well as their configuration (e.g. routing, queues, user and profile configuration as well as administration of groups, services and jobs). You have knowledge of unified communications (e.g. telephony, presence, messaging). You have experience in handling system monitoring, analysis of logfiles and system key numbers, as well as integration of ACD, Unified Communications and related specialist systems. You bring knowledge in the field of IT service processes (incident, problem and change management). You like to work in the team and have a secure oral and written communication capability. You are characterized by a high level of motivation, a pronounced ability to solve problems and an analytical and conceptual way of thinking and working.

Benefit from fair remuneration – according to the collective agreement for the employees of the Deutsche Bundespost (TV Ang). Ensure your future – with an employee-funded, attractive occupational pension (claim after three years of service). Grow with us – through targeted professional and personal training opportunities. Design your working day flexibly – with extensive Germany-wide home office options. Enjoy generous leisure arrangements – with 30 days of vacation, up to 12 days per year as well as work-free days on Christmas Eve and New Year's Eve. Combine work and private life – thanks to family-friendly working hours, a grant to child care costs and care support. Stay healthy with ever new offers and actions around physical and mental health. Benefit from employee benefits – such as an ÖPNV grant, employee rebates and the possibility of e-bike leasing. Experience diversity and equal opportunities in a positive environment – we stand for fairness, equality and an open, value-adding relationship. Take an active part – and participate in the future of PBeaKK in exciting projects. The PBeaKK ensures the professional equality of all sexes. Senior Consultant (m/w/d) In principle, the job is also suitable for parttime employment. .