Global Contact Center Engineer
What's the role?
For an international corporation like Hilti with its direct sales model, Customer Service is an important and decisive sales channel. Seamless communication and collaboration with our customers are integral success factors to further drive customer experience and productivity and empower our outstanding customer relationships.
Hilti Global IT is enabling the Customer Service community with a globally deployed, leading-edge omni-channel contact center solution. To bring this solution to the next level of innovation, we are seeking an experienced individual with background in designing, building & running contact center solutions to join our global team of experts.
Who is Hilti?
We provide leading-edge tools, technologies, software and services for the global construction sector. Hilti is a multicultural workplace with 55 different nationalities committed to global teamwork.
Global IT within Hilti is a truly global team with main hubs in Buchs (Switzerland), Kuala Lumpur (Malaysia) and Plano/Tulsa (USA). All locations have highly competent teams who work very closely together. Hilti`s Global IT team is known for their focus on sustainable value creation by translating latest IT innovations into value creating solutions & services.
What does the role involve?
As a Global IT Contact Center Engineer, you will play an integral role to ensure the reliability and agility of our Customer Service application portfolio. You will design, implement, and manage our global voice and contact center services, currently running Cisco CUCM, UCCE and various surrounding applications. Just as important is the definition of our future global contact center solution in close collaboration and alignment with IT experts and our global business user groups in Hilti. Stay on top of latest trends in communication and customer collaboration and translate them into business value – to ensure great customer experience and improved productivity in Hilti.
What do we offer?
Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.
We have a very thorough people review process, unlike any we know of in any other business. We can pair talent with opportunities - developing our people in their current roles or challenging them to work in new ways or in new places. It’s how we find the right fit, further our teams personally and professionally, get the best value for each employee and increase the job satisfaction. Additionally, we offer you a wide range of benefits.
For families, these may include day care for your kid. For the sportspeople, these include a free in-house gym or benefits for bike and ski services.
Why should you apply?
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. Become a valuable member of our highly professional and international team of IT experts and meet the challenges of a global multinational company using latest technologies.
What you need is:
- University degree in Information Systems, Computer Science, or related fields (Master)
- First professional experience in telecommunications or networking. Distinct solution expertise such as VoIP, Voice Network Management and Call Center operational support is a plus
- Excellent IT knowledge, strong IT affinity, and analytical skills
- Creative, innovative, and open-minded personality
- Fluent in English (verbally and written)