About the Position

Omnichannel Development Manager (m/f/n)

Employment Type: Pełny etat

About the Company

Jak pewnie wiesz, w InPost bardzo dużo się dzieje! Głównym corem naszej działalności są urządzenia Paczkomat, które od lat produkujemy i projektujemy we własnym zakresie. Dodatkowo, stale rozwijamy nasze portfolio usług i wprowadzamy nowe rozwiązania, takie jak InPost Fresh, Fulfillment czy InPost Pay, ułatwiające życie milionom naszych klientów.

Praca w naszej firmie to praca wśród najlepszych liderów w międzynarodowym środowisku. Jako InPost Group działamy pod dwoma markami InPost i Mondial Relay, na rynku w Europie, w tym w Polsce, Francji, Wielkiej Brytanii, Hiszpanii, Portugalii, Włoszech i w krajach Beneluxu. Jesteśmy innowacyjni, konkretni, proaktywni, a przede wszystkim, zorientowani na efekt biznesowy naszych działań.

Description of the Role

Project Description

We are looking for a Business Partner to collaborate on the development of an integrated Omnichannel ecosystem and Contact Center architecture (CCaaS) within the InPost Group. The collaboration focuses on co-creating the technological development direction, coordinating standards, and supporting their consistent application within the implementation of the Customer Care strategy at a global level.

This is an opportunity to have a real impact on solutions used in multiple markets and to collaborate with business and technology teams on strategically significant initiatives.

Scope of Services

Co-creating the technological roadmap for the Omnichannel area and coordinating its implementation in collaboration with teams involved in individual initiatives.
Ensuring the consistency of the Contact Center platform integration with business systems, such as CRM, ERP, Ticketing, and BI, and coordinating the standardization of solutions in international markets.
Co-leading Contact Center implementation and migration projects, including coordinating the execution of agreed schedules and ensuring the quality and operational stability of delivered solutions.
Co-creating global technological standards in Voice, Digital, Unified Desktop, and VoIP/SIP areas and ensuring their consistent application in the organization.
Ensuring the compliance of Contact Center solutions with security standards and regulations, including GDPR, PCI-DSS, and HIPAA, and collaborating on procedure verification.
Managing relationships with suppliers and telecommunications operators, including monitoring contract execution and agreed SLAs.
Ensuring consistency in cooperation with Contact Center Solution Designers by agreeing on priorities, standards, and expected results of implemented initiatives.

Requirements

Minimum of 3 years of experience in coordinating IT team cooperation or managing technological projects, with the ability to maintain standards, quality, and deadlines.
Experience in managing a product roadmap and coordinating the development of Contact Center platforms.
Developed skills in coordinating cooperation with technology teams, agreeing on scopes of responsibility, and ensuring the quality of results.
Experience in budget management, ROI optimization, and supplier negotiations.
Ability to build partnership relationships with business stakeholders and technology partners.
Basic knowledge of NLP/GenAI solutions and platforms such as Vertex, AWS, Azure, or HuggingFace, allowing their capabilities to be used as context when making technological decisions.

Nice to Have

Experience with secondary skills such as NLP/GenAI, Vertex, AWS, Azure, or HuggingFace.

We Offer

As part of the cooperation, we offer

Participation in key projects for the transformation of Customer Care processes in Europe and a real impact on the direction of Omnichannel architecture development.
A high level of autonomy and partnership responsibility for the assigned area.
Collaboration on strategic projects implemented on an international scale.
An environment utilizing modern technological solutions, cloud, and automation.
Long-term cooperation in a B2B model.

Work Location

Location: Warsaw, Poland

Interested?

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Omnichannel Development Manager (m/f/n)

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