Functional Relationship Manager - IBS Contact CenterWe are looking for a Functional Relationship Manager – IBS Contact Center to be part of our IT Team supporting Integrated Business Services:Position Snapshot:Type of Contract: PermanentStream: Information TechnologyType of work: HybridWork Language: Fluent Business EnglishThe role:The Functional Relationship Manager (FRM) enables collaboration between the Business and IT.
Acts as the principal contact between multiple Business Stakeholders and IT stakeholders through the IT products and services lifecycle.
Is responsible for enabling business strategies through the right technology, with a focus on the Integrated Business Services (IBS) and shared services locations.What you'll do:Understand Business requirements and provide receivers with a consistent and effective experience in working with IT Teams.Manage demand processes within IT Streams.Facilitate issue resolution and trigger escalation processes when required.Represent the Business for IT and IT for the Business.Ensure integration and adoption of solutions between receiver and product/product group/platform.Drive the implementation of the right tech for the growing contact center services.We offer you:Great benefits including competitive salary and a comprehensive social benefits package.One of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.Hybrid working environment with a flexible working scheme.Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen, and areas to co-create, network, and chill!Recreation activities such as yoga, Zumba, etc., and a wide range of volunteering activities.Minimum Qualifications:Bachelor's degree or higher, preferably in Computer Science or a related field.7+ years of experience in IT (SAP, RPA Tech, AI, Azure, ServiceNow, basic understanding of IT architecture).In-depth knowledge of contact center technology landscape, including key IT products such as CRM systems, IVR systems, ACD systems, and workforce management tools.Familiarity with IT practices relevant to contact centers, such as omnichannel integration, cloud-based solutions, and data analytics for performance monitoring.Experience with effective communication at different levels in the organization and in English.Experience working in a global environment and with virtual teams.Bonus Points if you:Have a strong understanding of basic System Engineering, Information Risk and Security Guidelines, and Architecture Standards.Understand various Software Development Methodologies (e.G., Agile, Waterfall).#J-18808-Ljbffr