You will play a key role in the further digitalization of customer interaction for millions of customers within a large utility organization. You will lead innovative change and implementation projects at the intersection of Customer Service, Processes, and IT. This includes selecting and implementing a modern omnichannel contact center platform (CCaaS), integrating smart AI applications, and streamlining customer processes.
This is a strategic and hands-on change role where you bridge the gap between Business, IT, and external suppliers.
What you do
- Lead the full cycle of digital customer contact initiatives, from roadmap to commissioning
- Determine the approach, monitor budget, planning, quality
- Provide content-driven guidance to project teams within customer contact, digitalization, and IT trajectories
- Guide the selection, tendering, integration, and implementation of modern customer contact and contact center platforms
- Practically apply innovative technologies to increase efficiency and customer satisfaction (e.g., Agent Assist, chatbots, intelligent routing, data-driven performance management)
- Realize seamless links between the CCaaS platform, customer systems, and the underlying IT application landscape
- Optimize customer processes (e.g., meter reading and customer administration)
- Connect stakeholders from Customer Service, Information Management
- Manage external suppliers and ensure support and organizational adoption
What they ask
- Completed HBO or WO education (e.g., Computer Science, Business Administration, Information Management, or related)
- Minimum 5 years of experience as a Project Leader in complex IT and change projects
- Demonstrable experience with the selection and implementation of modern omnichannel customer contact and contact center platforms (CCaaS)
- Knowledge and experience with current customer contact developments and AI applications (e.g., Agent Assist, chatbots, smart routing)
- Experience with both Agile/Scrum and traditional project management methodologies
- Experience with European tendering procedures and contract/supplier management within IT is a plus
- Experience in a utility company, government, capital-intensive service, or regulated sector is a significant advantage
How to apply
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