Contact Centre Platform Specialist (m/f/d), Winterthur, 80-100%

Wincasa , the leading Swiss real estate service provider, is decisively shaping the future of the real estate industry. Digital services, agile processes and a smart way of working characterise us. Become part of our transformation journey and actively shape the future of Wincasa. #Wincasa

As the largest real estate management service provider for demanding residential, office and commercial spaces, we offer our customers a comprehensive all-round service package. With our centrally located Customer Value Center (CVC) near the station in Winterthur, we provide tenants, interested parties and suppliers with a central point of contact. Through various channels, we ensure a service-oriented and multilingual customer dialogue.

The Business Support area ensures efficient management of the contact centre with topics such as Quality & Education, Knowledge Management, Reporting & Analytics as well as Workforce Management and continuously develops processes and systems.

To complement our existing team in Winterthur, we are looking for a competent and customer-oriented personality by agreement as

Contact Centre Platform Specialist (m/f/d)

Winterthur, 80-100%

Your responsibilities:

• You continuously maintain and develop our central contact centre platforms ServiceNow CSM, 3CLogic CCaaS and Calabrio Workforce Management
• You analyse business requirements, processes and system interrelationships, evaluate technical solution options and translate these into concrete solution concepts, user stories and implementable system configurations.
• You are responsible for the specialist administration, configuration and optimisation of our platforms, especially in the areas of case management, workflows, IVR, routing, queues, skill management and workforce management.
• You independently implement no-code and low-code configurations, automate specialist processes and enable other departments to independently use defined self-service functions.
  You define uniform configuration standards and ensure governance-compliant and clearly documented implementation
• You plan and conduct specialist tests, analyse application and configuration problems and accompany technical issues until qualified handover
• You identify standardisation, automation and optimisation potentials at an early stage and actively contribute these to the further development of our platforms and processes
• As a specialist-technical interface, you work closely with the business, product owners, IT, platform managers and external technology partners
• You actively drive the use of artificial intelligence (AI) and intelligent automation solutions, identify suitable use cases and accompany their conception, configuration, introduction and continuous optimisation.

That is why you succeed:

• You have completed vocational training with a federal certificate of competence (EFZ) or a comparable qualification; further training in business informatics, business analysis, digital business or business administration is an advantage
• You bring several years of professional experience in a specialist-technical environment, ideally in contact centre, customer service, workforce
  management or business application environment
• You are familiar with contact centre technologies and processes such as ACD, IVR, queues, skill-based routing, omnichannel and workforce management
• You have a strong technical understanding as well as experience in the administration and configuration of business applications, ideally with no-code and low-code solutions
• Knowledge in business analysis, requirements engineering, testing and UAT as well as an understanding of interfaces, data flows and cross-system dependencies complete your profile
• You work independently, in a structured and solution-oriented manner and convince with strong communication and consulting skills
• You have very good German and English skills, both spoken and written

Here are some of our benefits:

• Working hours: We live mobile working with individual (annual) working hours and/or part-time work. Up to 40% home office is possible. Work-life balance is very important to us because balanced and rested employees matter. The purchase of additional holidays is possible.
• Mobility and catering: You receive a contribution for your mobile phone. We also contribute to your catering.
• Training and further education: Supporting employees is an important part of our culture. Benefit from generous support for internal and external training and further education. We offer career opportunities in leadership, specialist and project functions
• Salary: You can expect a market-based salary with absolute pay equality for all genders. The pension fund benefits are attractive and you can choose from various models the one that suits you. The accident insurance covers the private hospital ward.

Further information about our benefits can be found on our career page.

#Wincasa