Germany
ESH StB-Examensvorbereitung GmbH
Redion Germany Services GmbH
Process Manager / Business Analyst Genesys CX (m/f/d)
Germany
Munich, Bavaria, Germany · Rostock, Mecklenburg-Vorpommern, Germany
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What awaits you
Do you want to do more than just manage systems? Do you want to actively shape how customer contacts are intelligently routed, processes are automated, and our contact centers are continuously improved? As a Project Manager / Business Analyst Genesys CX (m/f/d), you are the central interface between operations, business, and IT. You understand business requirements, translate them into viable technical solutions, and are responsible for their implementation in Genesys CX.
You won't just be waiting for new requirements: you will analyze processes and operational KPIs, independently identify potential for improvement, and develop concrete solutions from them. At the same time, you will keep an eye on new developments regarding Genesys, AI, automation, and intelligent routing, and evaluate their added value for our organization.
Your responsibilities
- Business Analysis & Solution Design: You analyze and structure operational requirements and translate them into technical requirements and actionable solution concepts for Genesys CX.
- Project Management & Collaboration: You manage Genesys projects from conception and prioritization to implementation, documentation, and performance monitoring – in close coordination with operations, business, IT, and international units.
- Genesys Configuration & Administration: You independently implement selected requirements, take over the associated administration, and commission and manage internal or external implementation partners for more complex topics.
- Routing Optimization: You further develop routing strategies and optimize the distribution of customer contacts based on operational requirements, skills, capacities, and performance.
- KPI-based Development: You analyze contact center KPIs, independently identify causes and optimization potential, and develop concrete improvements for routing, processes, and system configurations.
- Innovation & Genesys Roadmap: You follow new Genesys functions and modules, such as predictive routing, AI, and automation, and evaluate their added value for our contact centers.
What you bring
- Several years of practical experience with Genesys CX or Genesys Cloud CX, ideally in a larger contact center environment, as well as experience with task routing or work routing and the technical mapping of operational processes.
- Very good understanding of contact center processes, routing logic, and operational KPIs, as well as the ability to derive concrete optimization measures from them.
- Experience as a business analyst, project manager, product owner, or in a comparable business-IT interface function, as well as a confident demeanor when dealing with operational and technical stakeholders.
- Interest in new contact center and Genesys technologies, as well as a good understanding of how routing, automation, and AI can improve productivity, service quality, and customer experience.
- Strong analytical and conceptual skills, a strong focus on implementation, and the initiative to critically question existing solutions and continuously develop them further.
For this position, the salary range, depending on professional experience and qualifications, is 65.000 to 80.000 Euro per year for a full-time position.
We offer a combination of office-based work and a mobile working model in the greater Munich or Rostock area for this position.
Applications from people with disabilities will be given preference if they are equally qualified.
Your recruiting contact
Saskia Schneeberger is happy to take the time to answer your questions personally.
+49 89 55 98 72 03
Our recruiting process looks like this:
What we offer you
- Your start at Redion: We want you to feel comfortable from the very beginning and be able to start networking right away. That is why we always start with an onboarding event where you and your new colleagues can get to know each other across departments. Afterward, you will move into your specialist department – with a multi-week, individual induction to our processes and your individual daily business.
- Mobile working throughout Germany: Work where it suits you best. You can perform your duties partially mobile throughout Germany or work at our location in Munich. Of course, we will provide you with all the necessary technical equipment. After a successful probationary period, we will also support you with a one-year allowance for mobile working.
- Are you into fitness? That is also possible with us! Through our cooperation partner "EGYM," we subsidize your health with over 6500 partners in the sports and wellness network and far more than 2000 online courses on exercise, nutrition, and meditation.
- Deutschlandticket: With us, you have the opportunity to receive the ticket at a special preferential price from day one.
- Your development: We are growing in every respect – and of course, we want you to grow with us. We support you in this through our digital learning platform and special training courses related to your job.
- Vacation days: While we are on the subject of framework conditions – with us, you can expect 30 days of vacation for a 5-day week.
- Job Bike: And we also have good news for all cyclists: With our Job Bike offer, we support you in getting to our office quickly and sustainably (after passing the probationary period).
- Your physical well-being is taken care of: Whether it is coffee, snacks, or lunch, just stop by our in-house Munich canteen. And the best part: we subsidize your meal there!
- Even more benefits: Christmas party, summer party, team events, free employee parking (in Munich), access to the Generali daycare center (in Munich), the subsidy for company pension schemes, or discounted insurance products from Generali or Redion – our list is long. There is certainly something for you too!
About us
Redion is a world-leading provider of assistance, travel insurance, and employee benefits solutions. The name introduced in 2026 stands for the further development of the global care platform that unites Europ Assistance and Generali Employee Benefits (GEB) under one roof.
Redion operates in more than 190 countries, employs over 12.000 people, and generates an annual business volume of 5,8 billion Euro. The company offers services in the areas of travel insurance, emergency and medical assistance, employee protection (life, disability, accident, and health insurance), health and mobility solutions, as well as global B2B2C and embedded insurance programs. As part of its employee benefits solutions, Redion relies on a global network of 224 active partners to offer multinational clients solutions for protection, health, retirement, and wellbeing across markets. In doing so, the company combines global reach with local expertise and comprehensive technical know-how.
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