The Customer Assistance Center (CAC) of Mercedes-Benz Maastricht is operating call centers for about 30 markets to provide a number of customer services. For this purpose the CAC has developed Compass, a Siebel / Oracle / Avaya / Genesys based solution designated to become Daimler’s strategic solution for presales and after sales CRM services, i.e. concierge service, road side assistance, lead management, campaign management, contact management etc.. Compass is developed and maintained in the Compass Delivery Center (CDC) of Mercedes Maastricht. To fulfill an increasing demand for functional CRM requirements, the CDC has to professionalize delivery and architecture processes and organization in order to deliver a project portfolio for multiple stakeholders on a shared platform.

Job description The CDC (Compass Deliver Center) is the global CRM delivery center for Daimler AG. Compass, based on Oracle Siebel/Avaya/Genesys, is a high performing and scalable platform which is rapidly expanding in terms of functionality and global coverage for the aftersales CRM activities of Mercedes-Benz. To support new strategic initiatives and further improving the core disciplines of our delivery center, we are looking for a Senior Telephony Specialist. The Senior Telephony Specialist is responsible for the telephony and application communication platform within the Compass business application architecture. In this role he / she is responsible for the technical and operational performance to ensure the integrity of the telephony and application communication platform and as such the Compass business application architecture. In this role the Senior Telephony Specialist is responsible for implementing changes in the telephony and application architecture caused by new functional and/or technical requirements, but also solving disruptions within this same architecture with the highest regard. During planning and specification phases of service changes the Senior Telephony Specialist contributes to the Lead Service Architect Application Management and Telephony for the conceptual creation of High Level Definitions (HLD) or Systems Requirements Specification (SRS) and supports effort estimates.

Main Tasks and Responsibilities

• Service Delivery
  • Manage or take part in projects in the area of expertise, in order to guarantee that specific knowledge is used in an efficient way.
  • Design, develop and document new or enhanced processes, instruments, products and systems. (Avaya and Genesys solutions).
• Service Operations
  • Support and maintain a highly effective and highly reliable telephony and application communication platform based on Genesys and Avaya in order to improve the effectiveness and efficiency of the CAC business processes.
  • Reporting, analyzing and evaluating to define improvement opportunities.
  • Implement and document new or enhanced processes, instruments, products and systems. (Avaya and Genesys solutions).
  • Support implementation, provide information and develop training materials and documents.
  • Draw up, analyze and evaluate reports and improvements in order to enable management to take appropriate measures and decisions.