Contact Center Platform Service Owner

Job Description

Filling most of our leadership positions internally. And offering tailor-made training programs and opportunities to work on exciting international projects. Both count. Both are us.

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Contact Center Platform Service Owner

Company: Vaillant Group Location: Katowice-POL Country: Poland (PL) Brand: Vaillant Group

• You will take ownership of Vaillant Group's call center platforms, ensuring they operate seamlessly across voice, chat, and digital channels, delivering exceptional customer experiences.
• You will define a compelling vision and develop a strategic roadmap that aligns with our business and customer service goals, inspiring continuous improvement.
• You will collaborate closely with stakeholders from different departments and external partners, translating their needs into actionable requirements and prioritizing initiatives effectively.
• You will manage vendor relationships, oversee contract negotiations, and optimize costs while maintaining high standards of system performance and security.
• You will lead or support cross-functional projects to implement innovative features, integrations, and omnichannel capabilities, driving digital transformation.
• You will promote system adoption through training, documentation, and ongoing support, ensuring teams are empowered to leverage new tools effectively.

• Qualification: You hold a bachelor's degree in business administration, Computer Science, or a related field, providing a solid foundation for your expertise.
• Experience: You bring at least 5 years of experience managing call center technologies, with 3+ years in a product or service owner role, demonstrating your leadership in this domain.
• Know-how and skills: Your in-depth knowledge of contact center architectures, telephony, and cloud-native software development enables you to manage complex systems confidently.
• Nice to have: Familiarity with ITIL, agile methodologies, and experience with platforms like Genesys Cloud, Avaya, or Cisco will set you apart.
• Personality: Your strong communication skills, customer-centric mindset, and ability to influence stakeholders make you a natural leader in a matrix organization.
• Language skills: Business-fluent English is essential - written and spoken, additional languages are an asset.

• Flexible work model: adjustable starting times (7:30 – 9:00AM), hybrid work 70/30, and up to 30 days of remote work from abroad from selected countries.
• Health & Wellness support: private medical care (Medicover), sports card subsidy (Multisport), group insurance (Warta), and ergonomic office spaces.
• Time off & balance: additional paid 2 days off and subsidies for recreation.
• Financial perks: up to 30% discount on company products, support for commuting and eyewear.
• Growth & Development: access to internal training, mentoring programs, self-learning platform for languages (eTutor) and international projects.
• Culture & Community: company events, family friendly activities, and open opportunities within Vaillant Group.

We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world's leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy-saving solutions.

You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility - for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.

Become part of the Vaillant Group and help us shape the future of heating

We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply.

Your Contact:

Sara Morawska

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