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(Senior) Engineer Omni-channel

Mercedes-Benz Customer Assistance Center Maastricht
Mercedes-Benz Customer Assistance Center Maastricht
  • Maastricht
  • 40 uur
  • HBO - WO

(Senior) Engineer Omni-channel

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The function

What will you do?

The main responsibility of the senior engineer Omni-channel is to ensure an effective and reliable telephony and application communication platform within our business application architecture, in order to improve the effectiveness and efficiency of the business processes. You will be part of the team “Application Management and Telephony” which is responsible for the technical architecture, development and operations of the global Omni-channel solution and customer experience/engagement platform.

As senior Engineer, you will also act as a subject matter expert who will use his/her knowledge and experience to design, develop and maintain our applications.

Main Tasks and Responsibilities:

  • Plan and co-ordinate the execution of assigned changes and projects within our guidelines in order to meet the agreed quality standards, time planning and budgets
  • Pro-actively support and have a leading role in the business requirements analysis, architecture and technical design, development, testing and maintenance of the global Omni-channel & customer engagement platform
  • Analyze the impact and support the implementation of upgrades and changes of the CAC IT Environment in co-operation with the process & technical owners in order to ensure continuity and improve the efficiency of systems, processes and infrastructure
  • Share your knowledge and expertise in the team to ensure continuity, by keeping documentation, providing training materialand become recognized as the IT expert within the company for a specific subject / specialism.
  • Communicate with customers, suppliers and support teams from initial requirement gathering, through design & implementation till operational support
  • Design and ensure monitoring for scheduled jobs, Omni-channel & customer engagement components and interfaces to ensure a stable operation
  • Participate in Disaster Recovery planning and tests
  • Willing to travel occasionally
  • Willing to participate in on-call/on-duty shifts


Who are you?


  • University degree or Higher Vocational Education
  • At least 5-10 years of professional experience in the field of complex and stretched contact center environments
  • Good communication skills
  • English is our corporate language, German is an asset
  • Service the needs of business partners from beginning to end and taking ownership
  • Analytical and design thinking with the end customer in mind
  • Experience with the agile way of working
  • Ability to partner with stakeholders, interact with various levels of management and promote cross departmental collaboration
  • Creative mind
  • Connecting the dots having the big picture in mind
  • Aware of market developments and trends
  • Decision making:
    • Able to function independently with limited work directions
    • Able to steer and manage a small (development) team of assigned resources
    • Capability to solve requests/problems when under pressure (e.g. deadlines or major incidents)
    • Is able to setup work directions
    • Monitor and manage time and prioritize own workload and of the assigned resources
    • Escalate any problems/issues if required

  • Technical Skills:
    • Experience with either the Genesys CX Pure engage toolset (inbound & outbound, reporting, WFM, G+,GVP, Infomart, Icons, iWD, GAAP) or the Genesys cloud CX platform
    • Experience with SIP and voice based solutions
    • Experience with Social Media, Chat, Video and (a)synchronous messaging services
    • Experience with the Avaya Customer Experience & Contact Center suite or the Verint Customer Engagement platform is a pre
    • Application lifecycle management
    • License management

We offer

What do we have to offer you

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.


We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

# BePartOfUs

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Marie-Claire Scharis by email: [email protected]

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