Senior Telecommunications Engineer

Job Summary:

In this role, you are responsible for the stable operation, coordination, and continuous improvement of IT and ACD (Automatic Call Distribution) environments, with a strong focus on workplace infrastructure and contact center systems.

Job Responsibilities:

Taking ownership of problem resolution within the IT and ACD environment

Coordinating the setup and deployment of IT and ACD workplaces, including hardware logistics, inventory management, cabling, and equipment maintenance

Planning and coordinating workplace relocations and office moves

Creating and maintaining technical documentation, including customer- and system-specific installation procedures

Ensuring the continuous availability and functionality of IT and ACD networks using monitoring systems and the UHD (Unified Help Desk)

Analyzing and resolving incidents and disruptions related to LAN, PCs, printers, servers, ACD systems, and peripheral components

Reporting support KPIs and service metrics via the UHD system

Managing software distribution and security measures, including patch management and updates

Designing and maintaining call flows in interaction with ACD, CTI, and IVR systems

Managing carrier service numbers and related configurations

Performing system administration tasks, including system management and backup operations

Taking on defined ITSM roles such as Incident Manager, Problem Manager, and Change Manager

Acting as a member of the IT specialist group and a reliable interface between operations, vendors, and service providers

Ensuring strict compliance with information security requirements, including careful handling of privileged access rights

Adhering to confidentiality obligations, contractual and legal requirements, and all ISMS regulations

Immediately reporting and supporting the resolution of any identified security incidents

Job Requirement:

Bachelor's degree in Computer Science, Information Technology, or a comparable qualification

Minimum of 5 years of proven, hands-on experience in contact center (ACD) environment setup, operations and maintenance within complex, enterprise IT environments

ITILv4 Foundation certification

Fluency in English is a must

Solid knowledge of current market technologies in on-prem and cloud telephony ACD-/CTI/IVR technologies (Avaya, Genesys etc.) and carrier services (local & international)

Experience with monitoring tools, service desk systems (UHD), and IT service processes

Structured, responsible, and solution-oriented working style

Strong analytical skills with the ability to systematically troubleshoot complex technical issues

High level of reliability, commitment, and sense of responsibility

Excellent communication skills, a strong team-oriented mindset in an international environment and the ability to explain complex technical topics clearly

Ability to coordinate tasks across multiple stakeholders, including internal teams and external service providers