Development Customer Service Cockpit (m/f/d) (9396)

The goal is to integrate the Agent Cockpit into the existing architecture to optimize workflows in #CustomerService. The focus is on defining role and permission concepts, improving collaboration in the #RolePermissions stream, and identifying and prioritizing feature gaps.

The role contributes significantly to achieving project goals by analyzing the current state of Agent Cockpit features, developing measures to optimize collaboration in the #StakeholderManagement stream, and supporting the development of features and UX sign-offs.

Specific service description without personal reference:

• Advising the CSS Transformation Lead on aligning and implementing role and permission concepts in the Agent Cockpit project, including identifying relevant requirements and optimizing cross-team collaboration in #ProjectManagement using #AgileMethods.

• Gathering the current state of Agent Cockpit features for Drop 1, including collecting and documenting CSS-UX sign-offs to provide a solid basis for further development steps. Documentation is done in #Jira and #Confluence to ensure smooth integration of findings into #BusinessProcessOptimization.

• Advising on matching the identified state with feature completeness to uncover gaps and deviations and define necessary actions. The results are analyzed within #RequirementsManagement and processed for #CustomerServiceManagement.

• Identifying and documenting feature gaps, including structured gap tracking, prioritization, and solution proposals, documented in #Jira and #Confluence for traceability and control.

• Advising on the approach to handling feature gaps, including decision-making for deprioritization or postponement to later development cycles (Drop 1e/2). #Scrum is used as the methodology to ensure iterative planning and implementation.

• Tracking and controlling further work on features to ensure transparency over progress and status. Documentation is done in #MicrosoftOffice, while regular reports and alignments are organized through #Reporting mechanisms and #ProcessMonitoring.

Must-Have Skills:

• Experience in stakeholder management
• Solid knowledge of project management
• Ability to manage and prioritize backlogs
• Writing and maintaining user stories
• Proficiency with agile methods
• Experience with Jira and Confluence
• Skills in requirements management
• Experience in requirements engineering

Nice-to-Have Skills:

• Background in business informatics
• Knowledge of product management and product development
• Experience in test management
• Writing technical documentation
• Understanding of computer science and software development
• Knowledge of Scrum
• Experience with Microsoft Office
• Skills in data analysis