Position: Senior Implementation Consultant (m/f/d)

TP, the world’s largest customer service company, is recruiting on behalf of its subsidiary, TP Infinity, for a Senior Implementation Consultant (m/f/d) position.

This is an exciting opportunity to join a leading international consultancy and contribute to large-scale customer experience transformation projects across Europe and the Middle East. As part of TP Infinity, you will collaborate with experienced consultants, solution architects, and industry experts while delivering innovative customer engagement solutions for global clients.

What You’ll Be Doing

Configure and implement customer engagement, case management, email, AI, agent desktop, and reporting solutions
Manage queues, routing rules, escalations, workflows, automation, and service configurations
Implement automation using rule builders, triggers, macros, and workflow tools
Prepare environments for demonstrations, usability testing, and user acceptance testing (UAT)
Troubleshoot configuration issues and collaborate with solution architects to optimize platform designs
Create and maintain detailed configuration documentation and version control records
Collaborate with integration and development teams to validate data flows and system functionality
Support go-live activities, post-implementation support, and continuous improvement initiatives
Contribute to platform enhancements and operational optimization projects

What We Are Looking For

2–5 years of experience implementing and configuring enterprise SaaS solutions
Strong understanding of customer service operations, case management, moderation workflows, and agent productivity tools
Experience working in high-volume customer support or digital engagement environments
Strong analytical, troubleshooting, and problem-solving skills
Excellent documentation and organizational abilities
Very good English language skills; German is considered a strong advantage

Technical Expertise

Experience configuring workflow automation, routing scenarios, queues, and assignment rules
Strong knowledge of case management processes, field mapping, status transitions, and escalation workflows
Understanding of email management systems, threading logic, auto-replies, and message routing
Experience configuring AI-powered features, suggestions, prompt libraries, and content governance settings
Familiarity with JSON, API logs, and browser developer tools
Ability to build dashboards, KPI reporting frameworks, and SLA monitoring solutions
Understanding of content moderation processes and escalation management
Experience supporting enterprise-level digital engagement platforms

Personal Skills

High degree of accountability and attention to detail
Strong communication and collaboration skills
Structured and solution-oriented mindset
Ability to work effectively in cross-functional and international teams
Adaptability and willingness to learn new technologies
Customer-focused approach with a commitment to quality delivery

Why Join?

Work on innovative and international customer experience transformation projects
Join a team of experienced consultants, architects, and industry experts
Enjoy a high level of responsibility and professional autonomy
Work in a collaborative environment with flat hierarchies and short decision-making paths
Competitive compensation and attractive employee benefits
Continuous learning and career development opportunities within a global organization

Senior Implementation Consultant (m/f/d)

Personal Information

Education