Onsite Senior Project Manager – Lead, AI Contact Center

Posted 1 hour ago

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About the role

  • Senior Project Manager advancing AI strategies for Contact Center with Zurich in Frankfurt. Focus on developing and optimizing AI-Agents and enhancing customer experiences.

Responsibilities

  • In your innovative role based in Frankfurt, you are responsible for our new AI Contact Center and will actively drive the AI-First strategy of our direct insurer DA Direkt.
  • You analyze, develop and implement new use cases and AI agents as a project manager within a cross-functional project team, with the goal of steadily increasing the automation rate of all incoming customer calls and chats.
  • With your expertise and using a modern AI Agent Management platform for contact centers, you continuously optimize the AI agents together with the team on a KPI basis.
  • At the same time, you support a strong end-to-end customer journey with interfaces to our human agents, the contact center and the back-office customer service team.
  • You develop new data- and hypothesis-driven AI approaches, including based on call transcripts, to set new standards in customer experience and to generate impulses for scaling sales and further automation in service.

Requirements

  • Entrepreneurial thinking, initiative, strong communication and presentation skills, and a hands-on mentality in a dynamic environment.
  • Completed degree in Economics, Data Science, Psychology, Computer Science or a comparable field.
  • Knowledge of Agentic-AI, preferably in the context of customer service (contact center) and/or digital sales.
  • Strong analytical and conceptual skills, confident in data-driven decision making; experience with tools such as SQL, Python, Power BI is desirable.
  • Initial experience leading AI projects, ideally from consulting, startups or digital companies.
  • High motivation for new technologies and innovative approaches to achieve an outstanding customer experience.

Benefits

  • Flexible working arrangements to enable an optimal balance between on-site work and working from home.
  • Numerous training and learning opportunities to stay fit for the working day and to enable individual development.
  • We support you in your career planning from potential analysis through to individual development measures.
  • A modern, open and transparent working environment that fosters creativity and cross-team collaboration.
  • Whether group fitness on-site or virtual mindfulness training from home: our diverse health offerings support a healthy work-life balance.
  • Bike leasing, discounted Deutschlandticket and other great benefits.

Job title

Senior Project Manager – Lead, AI Contact Center

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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