About this role
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