About the Role
We are looking for a hands-on Senior Unified Communications Engineer to take ownership of our IT and contact center infrastructure. In this role, you will be the go-to expert for the stable operation, continuous improvement, and technical leadership of our workplace and ACD (Automatic Call Distribution) environments — bridging operations, vendors, and business stakeholders across an international setting.
What You'll Do
- Own end-to-end problem resolution across IT and ACD environments
- Coordinate workplace setup, hardware logistics, cabling, and equipment maintenance
- Plan and execute office moves and workplace relocations seamlessly
- Design and maintain call flows in ACD, CTI, and IVR systems
- Manage carrier service numbers and configurations for local & international services
- Monitor network availability (LAN, PCs, servers, printers, ACD peripherals) and resolve incidents proactively
- Handle software distribution, patch management, and security compliance
- Take on ITSM leadership roles: Incident Manager, Problem Manager, and Change Manager
- Maintain technical documentation including system-specific installation procedures
- Report support KPIs and service metrics via the Unified Help Desk (UHD)
What We're Looking For
- Bachelor's degree in Computer Science, IT, or equivalent practical experience
- 5+ years of hands-on experience in contact center (ACD) environments within complex enterprise IT setups
- ITILv4 Foundation certification
- Strong knowledge of on-prem and cloud telephony: ACD/CTI/IVR technologies (Avaya, Genesys, or similar)
- Familiarity with monitoring tools and IT service desk systems (UHD)
- Fluent in both German (min. B1) and English (min. B1)
- Analytical mindset with the ability to systematically troubleshoot complex technical issues
- Excellent communication skills and confidence coordinating across multiple stakeholders
- Reliable, committed, and security-conscious — especially around privileged access rights
