• 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.

• Serve as the first line of support for client inquiries, requests, and tickets • Triage and prioritize incoming issues, assigning or escalating them appropriately based on type, severity, and SLA guidelines • Assist with basic NetSuite troubleshooting, configuration lookups, permission errors, navigation issues, data corrections, and data validation • Collaborate with fellow support team members to document solutions, client interactions, and best practices • Contribute to knowledge-sharing initiatives, including updating internal documentation, enhancing client-facing resources, and participating in learning sessions • Monitor support queues and ensure timely follow-up on all issues, driving resolution in line with client expectations • Support testing activities for configuration changes, enhancements, and system updates • Take part in team meetings, mentorship opportunities, and product training to continually strengthen your NetSuite and consulting expertise