About the RoleWe are looking for a hands-on Senior Unified Communications Engineer to take ownership of our IT and contact center infrastructure. In this role, you will be the go-to expert for the stable operation, continuous improvement, and technical leadership of our workplace and ACD (Automatic Call Distribution) environments — bridging operations, vendors, and business stakeholders across an international setting.What You'll DoOwn end-to-end problem resolution across IT and ACD environmentsCoordinate workplace setup, hardware logistics, cabling, and equipment maintenancePlan and execute office moves and workplace relocations seamlesslyDesign and maintain call flows in ACD, CTI, and IVR systemsManage carrier service numbers and configurations for local & international servicesMonitor network availability (LAN, PCs, servers, printers, ACD peripherals) and resolve incidents proactivelyHandle software distribution, patch management, and security complianceTake on ITSM leadership roles: Incident Manager, Problem Manager, and Change ManagerMaintain technical documentation including system-specific installation proceduresReport support KPIs and service metrics via the Unified Help Desk (UHD)What We're Looking ForBachelor's degree in Computer Science, IT, or equivalent practical experience5+ years of hands-on experience in contact center (ACD) environments within complex enterprise IT setupsITILv4 Foundation certificationStrong knowledge of on-prem and cloud telephony: ACD/CTI/IVR technologies (Avaya, Genesys, or similar)Familiarity with monitoring tools and IT service desk systems (UHD)Fluent in both German (min. B1) and English (min. B1)Analytical mindset with the ability to systematically troubleshoot complex technical issuesExcellent communication skills and confidence coordinating across multiple stakeholdersReliable, committed, and security-conscious — especially around privileged access rights