Application Consultant (m/f/d) - Contact Center
- Full Time
- Rosenstraße 11, 20095 Hamburg, Deutschland
- With Professional Experience
- 4/12/24 1570503
About Hapag-Lloyd
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
Tasks and Responsibilities:
- Managing change requests with regards to the Contact Center
- Help developing Contact Center test cases
- Work with different teams to ensure smooth production rollouts
- Together with your team, you analyze complex business requirements and develop state-of-the-art Contact Center solutions
- Create and maintain various documents related to our contact center architecture
- Work with the managed service provider for implementing changes and troubleshooting
- Work with the product manager, architect, and product owners for the continuous architectural and functional development of our Contact Center product
Requirements and Qualifications:
- You have at least 3 to 4 years of experience in telephony or the Contact Center domain
- You have good knowledge of Contact Center technologies, including Automatic Call Distribution, IVR systems and Workforce Management
- You strive to constantly learn new things
- Self-starter with the ability to work on your own and take responsibility of the assigned tasks
- You enjoy working in a diverse and international organization
- Able to think analytically and using BI tools such as Salesforce Analytics and contact center reporting
- You have prior experience in managing rollouts and performing User Acceptance Test
- You can understand, explain, and discuss complex topics in fluent English
- Project management (working in Agile environments)
- Good documentation skills in Excel, PowerPoint, and Confluence
We expect all international candidates to be willing to learn at least the basics of the German language in case they are accepted for the position. This will enable you to participate in social and community life in Germany and at our company premises.
What we offer:
- You will be a part of a team of experienced and tech-savvy people who are working on new products for Hapag-Lloyd’s customers
- Dynamic and modern working atmosphere in a newly renovated, modern office in the heart of Hamburg’s city center
- At least 28 days of vacation, flextime, capital-forming benefits, hybrid work model
- Subsidy for public transportation
- Bike leasing for all positions
- Restaurant and coffee bar
- Health and company sports programs (e.g., yoga, sailing, fitness courses, and much more)
- Corporate volunteering cooperation with purpozed.org
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