Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The Service Architect Integrationsis part of the IT department in the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the customer contact center IT eco-system. In Daimler worldwide up to 20.000 dealers and 2000 call center agents make use of our applications. Currently, we are at the start of replacing the existing on premise CRM eco-system with a new technology stack fully cloud-based.

The function

The main responsibility of the Integration Specialist - Service Architect is to ensure an effective and reliable Integration platform for the CRM Ecosystem in order to improve the effectiveness and efficiency of the business processes. You will be part of the Architecture Community of Practice @ Mercedes-Benz Customer Assistance Center in Maastricht and will be responsible to design and maintain the technical architecture, development and operations of the global Salesforce based CRM Ecosystem.

As Service architect Integration, you will act as a subject matter expert in the area of integrations who will use his/her knowledge and experience to design, develop or change, implement and maintain our applications in the broader landscape of the CRM ecosystem.

Tasks & responsibilities:

• Plan and co-ordinate the execution of assigned changes and projects within Mercedes-Benz guidelines in order to meet the agreed quality standards, time planning and budgets.
• Pro-actively support and have a leading role in the architecture, design, further development, testing, deployment and maintaining our Integration stack in the CRM ecosystem in cooperation with the Service Architect Community.
• Analyse the impact of upgrades and changes of the CAC IT Environment and support the implementation of upgrades and changes to the existing systems, or implementation of new systems, in co-operation with the process owners in order to ensure continuity and improve the efficiency of systems and processes
• Share your knowledge and expertise in the team to ensure continuity, by keeping documentation up to date, providing training material and become recognized as the IT expert within the company for a specific subject / specialism.
• Communicate with stakeholders, suppliers and support teams from problem identification through problem resolutions regarding technical support
• Monitor, scheduled jobs, middleware components and interfaces to ensure a stable operation
• Participate in Disaster Recovery planning and tests
• Willing to travel (occasional)

Requirements

• University degree or Higher Vocational Education
• At least 5-7 years of professional experience in the field of CRM and middleware integration
• Hands-on experience and good technical knowledge on middleware components. Knowledge of Azure or/and Mulesoft or/and Informatica or/and Salesforce API’s and ETL is preferred.
• Good Communications skills
• English is our corporate language, German is an asset
• Service the needs of business partners from beginning to end
• Experience with software architecture
• Analytical and design thinking
• Strong interest in innovative technologies and desire to work on pioneering engagements
• Decision making:
  
  • Able to function independently with limited work directions
  • Able to steer and manage a small development team
  • Capability to solve requests/problems when under pressure (e.g. deadlines or major incidents)
  • Is able to setup work directions
  • Monitor and manage time and prioritize own workload and of the assigned resources
  • Escalate any problems/issues if required
  
  
• Technical Skills:
  
  • Experience in architecture paradigms ranging from Digital Decoupling, Service-Orientation, micro services, API-driven and Cloud fluent architectures
  • Experience in API management tools and Event platforms (ex. Kafka)
    
    Knowledge in Cloud fluent technologies, building micro service and API-driven architecture
  • Experience with cloud hyperscalers, such as Amazon Web Service (AWS), Azure, Salesforce
  • Experience working in agile environments using Scrum, SAFe and DevOps
  
  

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

Location

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@daimler.com