About the role
KEY RESPONSIBILITIES
- Configure CCaaS platform components, including routing, queues, IVR/flows, users and channels, according to agreed designs. - Provide Tier 1–2 support for live DACH accounts, including scheduled on-call duties, and implement customer change requests. - Troubleshoot voice, digital-channel and configuration issues, and manage vendor support cases. - Communicate with DACH customers in German and help gather and document requirements.
REQUIREMENTS
- Preferred Bachelor's degree in Computer Engineering, Computer Science, Communications or a related field. - Open to fresh graduates and candidates with a maximum of 2–3 years of professional experience. - Advanced German proficiency (C1 or higher), spoken and written, with good professional English. - Basic knowledge of networking, VoIP/SIP, Windows/Linux and cloud/SaaS concepts. - Strong problem-solving skills, eagerness to learn and a customer-focused attitude. - Flexibility to work hours aligned with DACH customers and participate in an on-call rotation.
NICE TO HAVE
- Study, work or internship experience in a German-speaking country, or a German-language certificate (e.g., Goethe or TestDaF). - CCNA, cloud fundamentals or ITIL certification. - Hands-on experience with Genesys or Sprinklr. - Basic scripting skills.
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