The Auxiliary Fund for Unemployment Benefits (HVW) aims to implement both strategic and operational improvements and assist the organization in addressing current challenges:

• Poor accessibility (low SLA, long waiting times)
• Fluctuating contact volumes
• Unclear callback percentages (1x … 5x)
• Technical issues (email channel, …)
• Strategic ambiguity (callback on/off, IVR or bot, …)
• Competitive differentiation compared to other organizations

To this end, HVW is seeking a Technical Contact Center Expert to support the Strategic & Operational Contact Center Expert. This role focuses on technical analysis, implementation, and optimization, mainly within the domain of routing and integration, and performs delegated tasks under supervision.

Responsibilities

• Analysis, implementation, and configuration of routing strategies (Genesys)
• Analysis and translation of functional requirements into technical specifications
• Testing & performance analysis (SIP, QoS, multi-channel load testing)
• Support in incident analysis and root-cause solutions
• Integrating reporting and monitoring (MIS, BI) with telephony data
• Documentation and knowledge transfer to internal teams

A maximum of 15 man-days to be performed in the first semester of 2026.

The assignment may be extended.