Genesys Experts in Germany
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Meet FRATCH Experts in Germany, who have recently used Genesys
Burhan Dinler
Last position:
Enterprise Architect & Solution Architect at DB Netz AG
With project PRIZMA, DB will modernize its infrastructure on the one hand, and develop a fail-safe IT landscape on the other hand, which can be restored quickly and securely in case of a disaster.
- Capture current architectures of existing systems as well as methodical consulting and development of target architectures
- Deepen and maintain the building plan / target IT landscape
- Implement technical architecture concepts & architecture descriptions
- Implement migration concepts for updating and further developing the platform and information systems
- Assess submitted improvement suggestions as part of the project
- Capability management: identify capability gaps, develop target visions, and support transformation planning within the enterprise architecture.
- Create a compatibility matrix of the components in use and compare dependencies of specific versions
- Create an IT concept for extending the platform with the following topics: hardware and software requirements, security, licensing, high availability, load balancing, backup & recovery, update strategy, monitoring integration, etc.
- Coordinate with business architects as well as technical architects from the cross-functional architecture area of the PRISMA program for the topics (backup, Active Directory, monitoring, Citrix, and business applications ...)
- Status meetings and alignment of project planning with the Release Train Engineer / Project Manager
- Advise the Release Train Engineer / Project Manager in identifying project risks
- Advise the System Architect Engineers in steering the implementation of the concept
- Implement the IT concept
- Document the infrastructure
Label: MS Project, LINUX, Windows, ORACLE, Java, REST, SharePoint, Microsoft Exchange, UML, Enterprise Architect, BPMN, AZURE, AWS, V-MODEL, Micro Service, VisualStudio, SAP S/4HANA, SCRUM(SAFE), ESB (TIBCO), Python, Innovator, LeanIX (TOGAF), Ansible, Ansible Tower, Ansible Automation, ROBOT, SpringBoot
Yashar Sadeghi
Last position:
Managing Director/Consultant at Efficient Consulting
- Led strategic IT and process consulting projects, streamlined business processes, and aligned IT systems with business goals, resulting in a 20% improvement in organizational efficiency.
- Led international transformation projects using agile and traditional methods, managing a cross-functional team of more than 15 professionals and delivering solutions on time and within budget.
- Developed cloud-based ERP/CRM systems (Salesforce, Infor, Microsoft) for clients, ensuring seamless integration and reducing system downtime by 30%.
- Led large-scale change management initiatives, actively involving stakeholders at all levels and driving the successful rollout of innovative systems in global organizations.
- Led requirements analysis and the tender process for clients, identified cost-saving opportunities, and improved operational workflows.
Claudio Matteuzzi
Last position:
Head of Customer Service at Bluebrixx.com & MCW.de
Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.
- Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
- Development of mentoring programmes, a role matrix and HR master plan for 2026
- Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
- Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
- Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
- System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
- Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
- Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
- Introduction of customer-focused goodwill policies as a measurable cultural shift
- Development of a 3-year digital agenda with a focus on automation and customer retention
Key Achievements
- Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
- Backlog reduction: From months to ⌀ 14 days
- Response time: From days to 3 hours
- System migration: Outlook→Zendesk successfully completed
- Processing thousands of tickets in the backlog
Tungi Dang
Last position:
Technical PMO | Delivery Master | LLM-Expert at Stealth - NDA
- Owning RAG, LLM-System, ML-ops-Pipelines for various startups in Insurance, Banking, Energy (KRITIS)
Manuel Engelhardt
Last position:
External Technical Lead for CI/CD, Architecture & Technical Governance at Insurance
- Technical lead for CI/CD modernization in the "Group Archive 4.0" system
- Architecture and steering responsibility according to the statement of work
- Setting up modern build and deployment processes
- CI/CD coaching and enablement of the internal development team
- Integration of modern DevOps, security, and compliance standards
- Ensuring technical governance, including collaboration with internal audit and BaFin
- Independently executing the modernization measures
- Supporting the team in adopting new technologies and methods
Axel Zabel
Last position:
Freelance Management Consultant at Freelance Management Consultant
- Advising companies and institutions in the areas of customer service, customer experience, customer centricity, user journeys, CRM strategy, operations, digital banking, payments, and energy
- Selection and implementation of CRM systems
- Selection and implementation of billing/ERP systems
- Selection and implementation of omnichannel systems
- Selection and implementation of knowledge management systems
- Interim manager (COO, CCSO)
- Project management for CRM and IT projects as well as software rollouts
- Incident management (leading task forces)
Christopher Whiteman
Last position:
Customer Service LLC Executor at Chesapeake GmbH
Handle probate matters, distribute business interests, and oversee the transition or dissolution of the company depending on the operating agreement.
Reviewing the operating agreement: determining what happens to the interests - transfer, buyout, or dissolution.
Valuing the business interest: obtaining a fair market valuation of the ownership share to distribute assets or facilitate buyouts.
Managing business operations: ensuring employees, vendors, and clients are informed and the business continues to run smoothly during the estate process.
Protecting assets: safeguarding company property, intellectual property, and financial accounts until they can be legally transferred or distributed.
Organizing potential general service requests and/or warranty claims and their settlement and necessary reserves.
Ralph Geiger
Last position:
various small testing projects
- subproject management
- manual testing (Jira, Confluence, MS 365, XRay)
- test design
- test environment management
- concept creation
- release management, support and control of deployments
- documentation and reporting
- error analysis/tracking
Falk Sauerborn
Last position:
Project Leader - Project Manager – Project Pilot at BVG
- Update OCMS (ID card management), cashless payment in canteens and digitalization of employee transport tickets for the BVG HR department
- Stakeholder analysis
- Requirements management
- Analysis of the as-is situation
- Defining project scope (definition of "to-be")
- Participating in the design of the technical solution
- Creating initial high-level project plan
- Identifying risks and benefits
- Preparing information and creating commissioning documents
- Independently managing projects and work packages including troubleshooting
- Developing and establishing meeting, reporting, and project structures
- Creating and maintaining project plan including resources and assets for effective management
- Involving employee council and data protection
- Regular reporting and deriving action options for the steering committee
- Project monitoring (risks, budget, scope, resources)
- Coaching, supporting, and coordinating internal staff and suppliers
- Documentation and knowledge transfer
- Software: Word, Excel, PowerPoint, Outlook, MS Teams, Office 365, ServiceNow, OCMS, etc.
Jacqueline Haefke
Last position:
Kitchen Appliance Manufacturer
Setting up and enhancing an international subscription management system
Migrating and decommissioning a Hybris-SAP system and integrating Zuora
Implementing numerous interfaces to various systems (external and internal)
Setting up and improving monitoring with Grafana, Prometheus, and Databricks
Introducing logging with Loki
Implementing business requirements using jQuery, Thymeleaf, Spring Boot, Java, Go, and Python
Adjusting and extending the GitLab CI pipelines
Setting up and extending infrastructure as code with Terraform and ArgoCD on AWS
Setting up and running E2E and performance tests
Expanding the Databricks business intelligence solution to provide various KPIs
Responsibilities: Architecture, DevOps, development, unit tests, coaching employees and apprentices, E2E, smoke, and integration tests, agile methods consulting (Kanban, Scrum)
Technologies and methods: Java, Go, Kotlin, Node.js, Spring Boot, SOAP/REST, Quarkus, Thymeleaf, Vaadin, Slack, Jira, Confluence, IntelliJ, GitLab, SQS, Kafka, AWS, Kubernetes, Terraform, Maven, Gradle, GitLab CI, Databricks
Sebastian Jung
Last position:
Business Analyst and IT Project Management at 73thinks
- Business analysis and development lead for the new Service Center app “OpsOne” at Carglass GmbH
- Involvement throughout the entire project lifecycle: requirements analysis, project planning, development, testing, rollout into operations, and handover to the line organization
- Project management and business analysis for the implementation of an overarching Joiner-Mover-Leaver service
- Establishment of a central IDAM system and company-wide rollout of standardized JML processes, focusing on automation and compliance across 26 IT systems
- Business analysis and enterprise architecture for Move2Cloud and implementation of Genesys Cloud
- Lead Agile Coach for the DevOps transition at RWE Supply & Trading for 300 IT employees until 2022-10-31
- Significant improvement in software delivery through team-specific method application
- Consistent agile alignment of the entire organization based on measurable criteria
Silke Wöhning
Last position:
Head of Project Management and Consultancy at Systemtechnik GmbH
- Planning of projects and consulting services: professional, technical and commercial, focusing on transformation for public transport
- Identification and assessment of project risks with development of measures and recommendations for risk minimization and avoidance
- Evaluation of projects and reporting
- Execution of projects and delivery of consulting services on time, with required quality and within budget
- Project, hardware and consulting services forecasting
- Disciplinary and professional staff management
- Team development and coaching
- Resource planning across various locations
- Stakeholder management
- Client management with service and support
- Development of contingency plans
Ian Boxall
Last position:
Senior Proposition Manager at BT
I have 11 years of experience working within the Corporate and Public Sector for BT Business and was responsible for developing and delivering key propositions and go-to-market plans to optimise revenue, margin and ARPU to drive retention and growth strategies to meet commercial targets as part of BT business plan (£1.7b revenue, £600m EBITDA in 2023).
Led, influenced, and drove the development and delivery of outcome-focused propositions as part of BT’s Fixed Mobile Convergence, IP Voice, Collaboration and Contact Centre portfolio (IP/CC - £41m revenue, £699m EBITDA in 2023/24).
Propositions were insight led by assessing, defining and translating customer needs and market trends into development roadmaps and impactful go-to-market plans.
Fixed Mobile Convergence: BT One Phone Office and BT One Phone Mobile; following launch, simplified proposition to drive business growth.
IP Voice & Collaboration: Cloud Voice SIP, One Voice SIP, One Cloud Cisco, Cisco Webex and Microsoft Teams; developed BT’s PSTN replacement portfolio to support IP Voice migration.
Contact Centre: Genesys, CCNG, Cisco Webex Contact Centre, Five9 and Anywhere365.
David Pepping
Last position:
Consulting, project management & sales at Equinox FinTech Solutions GmbH
Discover over 15,000 top freelancers
Statistics of experts using Genesys
Aggregated from the professional profiles of matched freelancers.
Experience
27 years
Position duration
2.6 years
Positions per freelancer
15
Top business areas
Information Technology, Product Development, Project Management
Top industries
Information Technology, Insurance, Banking and Finance
Certification focus areas
Project Management, Information Technology, Customer Service
Bachelor's degree or higher
64%
Master's degree or higher
27%
Doctorate
18%
Certifications per freelancer
3
Most common languages
English, German, French
Speak two or more languages
93%
Based on our profile pool as of 30 Aug 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Germany using Genesys
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 30 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
About the technology
Contact center core
Genesys is used to build and run customer service environments. It supports voice, chat, email, messaging, and agent workflows in one stack. Companies bring in specialists when they need a stable contact center platform that ties service, routing, and reporting together.
Common uses
- Genesys Cloud migrations and rollouts
- Genesys Engage support for large service teams
- Omnichannel routing and queue design
- IVR, call flows, and self-service journeys
- CRM and telephony integration
Ecosystem skills
Strong professionals know the Genesys product family and the surrounding tools. That often includes APIs, SIP, OAuth, event handling, and integrations with CRM, ticketing, and workforce systems. Experience with Genesys Cloud, formerly called PureCloud, is especially relevant in modern projects.
When freelancers help
Freelance expertise is useful for implementations, upgrades, migration work, and urgent fixes. Companies also look for help when routing logic is hard to maintain, analytics need cleanup, or a deployment must be aligned with a regional service model. In Germany, this often includes teams that need English and German collaboration.
What good experts do
Good Genesys professionals do more than configure menus. They map journeys, test failover paths, document routing rules, and keep the setup understandable for operations teams. They also spot risks in permissions, integrations, and release changes before they affect live service.
Signs you need help
- Calls do not reach the right queue
- Self-service journeys break or confuse users
- Reports do not match operational needs
- A migration from legacy telephony is due
- Internal teams lack deep Genesys experience
Frequently asked questions
Curious about Genesys? Here are the answers that come up again and again.
Genesys is used to manage customer service across voice, chat, messaging, email, and self-service. It helps route requests, guide agents, and connect service work with CRM and analytics. Companies choose it when they want one platform for daily support operations.
Genesys is the vendor name, while Genesys Cloud and Genesys Engage are the main product families. Genesys Cloud is the cloud-first option, and Genesys Engage is often used in more complex, established environments. A good specialist knows when to extend, migrate, or keep each setup.
A strong Genesys specialist usually knows routing design, IVR, telephony, APIs, and integration work. Knowledge of SIP, OAuth, CRM systems, and workforce tools is often important too. For larger environments, documentation and change control matter as much as configuration.
A Genesys project can be small if it is a simple change, but migrations and omnichannel setups need deeper product knowledge. Look for someone who has handled live routing, testing, and troubleshooting, not just demos or training labs. The more integrations involved, the more important practical delivery experience becomes.
Most Genesys work can be done remotely, especially configuration, integration, and testing. On-site time can help during call flow workshops, stakeholder interviews, or cutover support. In Germany, hybrid collaboration is common when service teams and telecom teams need close coordination.
A strong Genesys expert explains routing decisions clearly and can show how the setup was tested. Look for clean handover notes, sensible permissions, and a focus on stable operations. Good specialists also ask about business flows, not just technical settings.
Genesys often sits next to CRM, ticketing, knowledge base, identity, and telephony systems. It may also connect to workforce management, speech services, and reporting tools. The right specialist understands both the contact center flow and the systems around it.
Genesys changes can be time-sensitive and highly specific, so outside experts help when internal teams are busy or lack niche product depth. Freelancers are often brought in for launches, upgrades, migrations, or complex issue resolution. They can also fill short-term gaps without long onboarding.
The average hourly rate of freelancers in Germany who have used Genesys in their recent projects is 117 €, which corresponds to a daily rate of about 938 € based on an 8-hour working day.
Of the freelancers in Germany who have used Genesys in their recent projects, 64% hold at least a Bachelor's degree, 27% hold at least a Master's degree, and 18% hold a doctorate.
On average, freelancers in Germany who have used Genesys in their recent projects have 27 years of professional experience, with a single engagement typically lasting around 2.6 years.
The most common languages among freelancers in Germany who have used Genesys in their recent projects are English (100%), German (93%), and French (36%).
The most common industries among freelancers in Germany who have used Genesys in their recent projects are Information Technology (93%), Insurance (71%), and Banking and Finance (64%).
The most common business areas among freelancers in Germany who have used Genesys in their recent projects are Information Technology (93%), Product Development (79%), and Project Management (79%).
Main locations of FRATCH Experts, who have recently used Genesys
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin Hamburg Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
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Philipp Thomaschewski
FRATCH CEO
