Description:

　　WE CARE FOR PEOPLE SO THEY CAN BE THEIR BEST.

　　At Hyatt, we are more than just a hotel chain — we are a global family that shares a passion for hospitality. Our 1000 luxury accommodations span across 65 countries, offering not just luxurious experiences but also a diverse, international work environment that inspires and nurtures. As part of our team, you'll craft unforgettable stays and become part of a dynamic culture that thrives on innovation and excellence.

　　For further information about the company, we invite you to visit our website: www.hyatt.com.

　　Become a part of the Hyatt family and start your career as an Omni Channel Technical Specialist (m/f/d) at Hyatt Services GmbH in Mainz. Hyatt Services GmbH is the shared service center for the EAME region (Europe, Africa, and the Middle East), where different functional departments are located.

　　What We Offer

　　Global accommodation at Hyatt Hotels at employee rates

　　Job ticket for public transport in Mainz and Wiesbaden

　　Company savings plans

　　Electronic time tracking—no loss of overtime!

　　Comprehensive training through an 8-week in-house program

　　Personalized training and career programs

　　Modern workplace in the heart of Mainz city center

　　International team (colleagues from over 40 nations)

　　Complimentary beverages (coffee specialties, tea, and water)

　　Additional vacation day for special occasions

　　The Role

　　The primary responsibility of this role is to support the development of contact center omni channel routing strategies across our Global Property & Guest Services Hubs outside of the Americas. Coding of routing strategies will span voice, email, chat, outbound dialing and any future contact channels.

　　There will be requirements to analyzes requests from the business stakeholders to identify needs and coordinate development with the necessary internal / external resources. The Specialist will also need to possess the ability to translate conceptual solutions from business requests into documented flow diagrams defining the processes required to build solution.

　　Execute technically challenging projects, create proof of concepts, perform code reviews, and deliver high quality testable software at scale.

　　Develop technical specifications and engineering documentation for planning and reference purposes for each project.

　　Create code quality and testing standards ensuring project goals are met following proper Hyatt change management best practices.

　　In conjunction with Hyatt Digital team(s) coordinate integration of Contact Center omni channel system with various Hyatt resources and third-party resources.

　　Provide 24 x 7 support for all Contact Center Technology infrastructure in the various International and North America sites. Participation in on-call rotation. Execute health related checks and ensure system backups are completed successfully. Communicate system issues/deficiencies to the Hyatt System Engineer team and/or external vendors for analysis and correction (i.e.: insufficient disk space, system errors, malfunctioning components)

　　Works independently to solve Contact Center Technology related issues and escalates to Contact Center Technology Manager when needed.

　　Provide excellent customer service to the end user community for all Contact Center Technology related issues including hardware/software troubleshooting, call routing administration, maintenance, and support.

　　Create, update and maintain necessary documentation of contact center technology systems and processes. Perform necessary monthly, quarterly and annual system audits as directed by the Contact Center Technology Manager

　　Act in a tertiary role to the Contact Center Technology Analysts in times of high demand.

　　Participate in design reviews, audits, preventative maintenance, system patching, and vendor engagement.

　　Monitor end user ticket requests with timely resolution of issues and/or escalation when necessary.

　　Required Skills

　　Experience working in a technology-support role highly preferred.

　　5 years of contact center IVR and routing development experience in a mid/large sized environment (>400 users) spanning multiple sites preferred.

　　Administration experience in omni channel contact center solutions.

　　Strong communication and customer service skills.

　　Strong technical problem-solving skills preferred.

　　NICE InContact, Genesys/I3 or contact center administration hands on experience preferred.

　　Bachelor’s degree in computer science, MIS or related field preferred.

　　Previous experience configuring Contact Center Technology system components including hardware, wiring, call routing, preventative maintenance.

　　Any NICE InContact, Genesys/I3, Siemens or Cisco Contact Center Technology certifications a plus.

　　Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Access, and Office365) preferred.

　　Working knowledge of managing a telephony infrastructure preferred.

　　You don't Meet All Criteria?

　　Don't let that stop you! We don't expect you to have a "perfect" profile because what is "perfect," anyway? Even if you don't meet all criteria but are interested in the position, feel free to apply. Your personality and dedication matter most to us. If you bring that, we can teach you the rest.

　　We Live Inclusion

　　Our company culture is built on diversity, equal opportunities, and inclusion. We welcome applications from individuals with diverse backgrounds and abilities. All applicants, regardless of any disabilities, will be treated equally in the selection process. We strive to create a work environment that respects and promotes everyone's uniqueness.

　　You are interested in this position?

　　Then, we look forward to your application!

　　By submitting your application and accompanying documents, you confirm that you have read the provisions regarding the use of the personal information you provided in accordance with the global privacy policy for employees. This policy is available at https://www.hyatt.com/de-DE/info/employees-privacy-policy-eu-ch.

　　About Cover Letters

　　If you wish to create a cover letter, we'd be happy to read it. If not, that's also not a problem. A comprehensive resume is sufficient for us to review your application.

　　Want to browse more opportunities?

　　Visit our careers page via Hyatt (https://careers.hyatt.com/en-US/careers/)

　　Primary Location: DE-RP-Mainz

　　Organization: Shared Service Center - Mainz

　　Job Level: Full-time

　　Job: Global Property %26 Guest Services

　　Req ID: MAI000627

　　Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.