System Specialist, Unified Communication

We are looking for a System Specialist, Unified Communication (UC) Specialist to take responsibility of the full lifecycle of our contact center and unified communication solutions. This role is pivotal in translating business needs into effective technical solutions, ensuring alignment with corporate standards, and collaborating with internal teams, external partners, and vendors to deliver cost-effective, timely, and high-quality outcomes.

You will play a key role in shaping and supporting communication technologies that enhance user experience and business performance. Strong communication and stakeholder engagement skills are essential, as the role also includes providing operational support for deployed solutions.

Your main responsibilities:

• Requirements Gathering: Conduct contact center and voice solution requirements gathering, developing options and alternatives in line with the outlined roadmap and product backlog.
• Pre-Project Consulting: Provide consulting to the business, recommending appropriate solutions to solve business problems, including initiatives within AI, self-service and automation.
• Solution Development: Work with IT and business teams to define requirements for current projects and future standard templates. Develop solutions compliant with corporate architectural standards and collaborate with the Global Engineering team for non-standard solutions.
• Implementation Planning: Build solutions and implementation plans using internal and external resources, ensuring full involvement of business partners and communication to all stakeholders.
• Execution: Ensure flawless execution of implementation plans in conjunction with vendors and resource teams. Coordinate service introduction, hypercare, documentation, operational handover, and provide support for operational issues if necessary.
• Training: Conduct training sessions for super users and end-users to ensure they are well-equipped to utilize the new systems and solutions effectively.
• Global Support: Provide regional and global support for the request management process, represent the region in developing global standards, processes, and best practices for Contact Centers and Voice infrastructure, and act as an escalation point for specific projects.
• Team Collaboration: Work with a wider team of customer-focused professionals committed to delivering excellent solutions and in-life customer experience. Engage in technology decision-making discussions to demonstrate strong technical competence.

Your required skills and experience include:

• Minimum of 5 years of experience in managing contact center solutions (call flow design, on-premises, and/or cloud).
• Experience with AI, self-service, automation, and sentiment analysis tools is advantageous.
• Degree in an IT-related field with at least 5 years of experience in the field.
• Ability to handle pressure, flexible working hours, and work in process design, development, testing, and go-live phases.
• Strong communication skills (bilingual in English) and interpersonal skills to interact effectively with other services, end-users, and management.
• Strong customer service focus.
• Willingness to work unsociable hours, including weekends and evenings, to support implementations.
• Excellent interpersonal skills and ability to communicate effectively.
• Experience working globally across different cultures.
• Problem management activities.
• Team player

What's in it for you?

Whether it's developing leadership skills or advancing your expertise even further, we'll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You'll be welcomed from day one into an inclusive, trusting environment guided by six core values.

Do you want to learn more?

If this job sounds appealing, please send your resume and cover letter by clicking "Apply".

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We look forward to hearing from you.