Application Manager Contact Center IT

We at Vattenfall are working on the freedom of fossils and need people who are fully committed to our customers and a sustainable society – people like you. We are a leading energy company in Europe with around 21,000 employees. For more than 100 years, we have been electrifying industries, providing people with energy and modernising our lifestyle through innovation and cooperation.

You work for our customer IT

Our customer IT develops and operates specialized IT solutions for our more than 5 million electricity and gas customers in close cooperation with specialist departments. Our solutions not only ensure compliance with our regulatory market tasks, but also ensure maximum efficiency of our service partners in the Contact Center operation. In addition, automated digital customer processes as well as attractive customer-self-services are key components of our success. The customer IT organization in Germany is divided into seven teams with colleagues from Hamburg, Gliwice, Katowice and Berlin. The “Application Manager Contact Center IT” is located in the “Delivery Management” team, controlled by the key projects and on-premise or on-premise. SaaS solutions are supervised. You will do In the role of the “Application Manager Contact Center IT” you are looking for a scalable and friction-free operation of our highly integrated system landscape. From the IVR own development (AWS) to the necessary connection to our back-end systems to the Genesys Contact Center solution: You coordinate the entire chain, tax external partners, translate and prioritize local business requirements and integrate the international organization of the shadow case IT. Together with the internal teams of Vattenfall IT and external service providers, you are responsible for the daily availability of our Contact Center systems and assists in the diagnosis and solution of malfunctions or operating problems. You support the translation of technical requirements in the international Vattenfall IT context and coordinate the changes across the system chain. You will ensure the technical and operational operational operational transition and a sustainable control model of the implemented changes. You work closely with our Business and IT colleagues to understand current topics and future requirements, to derive the impact on the operation and the Service Level Agreements and to optimize them along a process and application chain. You work closely with the Solution Architects and the infrastructure teams within the Vattenfall IT and integrate your expertise to further develop our systems and protect them from security risks. You are responsible for the technical and commercial compliance of the Service Level Agreements and for the lifecycle management of the systems.

Location Berlin or Hamburg

That's what distinguishes you You have an academic degree in computer science/economic informatics or a similar field of science and engineering and have a high communication capability (in German and English). You have a distinct ability to self-structure and self-responsible work and are curious and open to changes. You solve short-term operational challenges without losing the overall strategic overview and keep an overview even in unclear situations. We believe that the following skills will make you succeed in the position: Excellent understanding of technological opportunities and challenges in the call or Contact Center Digitization and specific IT experiences from the financial, telecommunications, insurance or energy supply industry Good understanding of the operational control model of a central IT Experience in project or application and system management of SaaS applications Good knowledge of the technical functioning of Contact Center Applications Knowledge of ITIL processes (CHM, RDM, PRB) Joy in building bridges between technical innovation and the realized business value with lots of commitment, fun and heart blood At Vattenfall, we are convinced that striving for diversity contributes to building a more profitable, more efficient and more attractive company. Therefore, we aim to balance employees' gender, age and ethnic and cultural backgrounds.

What we offer Working at Vattenfall is more than “only” an interesting job in a result-oriented company. You will be part of an exciting, innovative and international working environment that can actively shape our future. We want to be the best in what we do. We offer you a competitive remuneration as well as opportunities for training and personal development.

We would like to offer our employees a balanced balance between work and family. For this reason, we offer flexible options, such as the possibility to work in the home office. JOBV1_EN