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

[Wincasa](< >), the leading Swiss real estate service provider, is playing a decisive role in shaping the future of the real estate industry. Digital services, agile processes and a smart way of working characterize us. Become part of our transformation journey and actively shape the future of Wincasa. #Wincasa Contact Center Platform Specialist (m/f/d), Winterthur, 80-100% 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 train 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 control of the Contact Center 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 an agreement for a professionally competent and customer-oriented personality as Contact Center Platform Specialist (m/f/d) Winterthur, 80-100% What you move: * You continuously maintain and develop our central contact center platforms ServiceNow CSM, 3CLogic CCaaS and Calabrio Workforce Management * You analyze business requirements, processes and system connections, evaluate technical solution possibilities and translate these into concrete solution concepts, user stories and implementable system configurations. * You are responsible for the business-related administration, configuration and optimization 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 business processes and enable other departments to use defined self-service functions independently. You define uniform configuration standards and ensure governance-compliant and traceably documented implementation * You plan and carry out functional tests, analyze application and configuration problems and accompany technical topics until qualified handover * You recognize standardization, automation and optimization potential early on and actively contribute them to the further development of our platforms and processes * As a functional-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 optimization. That's why you succeed: * You have completed vocational training with 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 functional-technical environment, ideally in the Contact Center, Customer Service, Workforce Management or business application environment * Contact center technologies and processes such as ACD, IVR, Queues, Skill-based Routing, Omnichannel and Workforce Management are familiar to you * 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 round off your profile * You work independently, structured and solution-oriented and convince with strong communication and advisory competence * You have very good German and English skills in spoken and written form 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 a high priority for us, because balanced and rested employees are important to us. The purchase of additional holidays is possible. * Mobility and catering: You receive a contribution for your mobile phone. For your catering j4id10439581jm j4it1042jm j4iy26jm