• Maintain and manage resource management databases and deployment tools, ensuring data accuracy, completeness, and consistency across systems. • Produce regular and ad hoc reporting related to utilization, capacity, demand, pipeline, and deployment trends to support business planning and leadership decisions. • Analyze resource data to identify trends, risks, and opportunities related to workforce capacity, utilization, and forecasting. • Support leadership with data-driven insights by preparing dashboards, summaries, and clear reporting outputs that enable effective decision-making. • Conduct ongoing data quality reviews, identify discrepancies, and proactively resolve issues to improve reporting reliability and system integrity. • Partner with stakeholders to understand reporting needs and translate business questions into structured analyses and actionable outputs. • Maintain advanced proficiency in Excel and reporting tools (such as PowerBI), including pivot tables and lookups. • Support continuous improvement of resource management processes, reporting standards, and documentation to enhance efficiency, accuracy, and scalability.

• Direct customer contact and consulting on process optimization, tool usage and interfaces • Capture, assess and implement customer requirements • Perform configurations to adapt Atlassian tools • Develop solutions and create concepts together with other team members • Analyze existing IT service processes and design innovative strategies to improve service quality • Conduct on-site workshops at client locations and take on support tasks in the Service Desk

• Introduction of the DATEV Unternehmen Online module along with consulting and implementation of the solution to digitize financial processes • Process optimization in daily firm operations: analyze existing workflows and develop tailored optimization proposals • Consulting and implementation of legally compliant solutions for electronic invoicing processes - E-Invoice • Optimization of digital accounting for our clients and their clients

• Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions. • Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off. • Analyze complex business and technical challenges to define scalable and effective solution architectures. • Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate. • Configure and optimize Genesys Cloud environments to align with changing business and operational needs. • Lead the planning and execution of contact center deployments, migrations, and system upgrades. • Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors. • Support production readiness activities and ensure smooth transition of contact center solutions into live environments.