(Senior) Manager Contact Center Platform | (Senior) Manager (m/w/d) Contact Center Plattform

Job Summary

This role seeks a passionate (Senior) Manager to revolutionize the future of telephone customer service and digital client interaction for a major German insurer. The core mission involves driving innovation by conceptualizing and leading the implementation of an AI-supported Contact Center solution, actively promoting automation, and enhancing the customer experience. Day-to-day tasks include translating complex requirements into clear User Stories for Conversational AI solutions (e.g., Chatbots, Voicebots), managing the strategic backlog, and overseeing end-to-end project execution, including budgeting and resource planning. The ideal candidate possesses a strong background in IT project management, preferably in the Voice/Contact Center domain, deep knowledge of Conversational AI, and proven success in agile environments. This is an opportunity to act as a pioneer, bridging the gap between business and IT, and leveraging market expertise to implement cutting-edge technology that delivers significant operational efficiencies and a 'Wow' customer experience.