Project Manager Agentic Contact Center (m/w/d)

BSH Hausgeräte Gruppe; München; Presencial; EUR 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary per collective pay

Flexible working models

Global Learning Campus

Company pension

Descripción de la vacante

BSH Hausgeräte GmbH in Munich seeks a Project Manager for Agentic Contact Center transformation in an international setting. You will lead the AI-enabled contact center initiative from initial exploration through MVP and scaling, translating service requirements into scalable AI use cases and designs.

The role requires strong leadership, stakeholder collaboration, and a passion for AI and technology, with excellent program management and communication skills.

Formación

• University degree in a relevant field.
• Proven ability to lead complex AI transformation projects.
• Strong project management and stakeholder communication skills.

Responsabilidades

• Lead the development and implementation of an Agentic Contact Center approach from exploration to MVP and scaling.
• Translate Customer Service requirements into scalable AI use cases and solution designs.
• Identify and prioritize AI use cases with stakeholders across functions.
• Ensure integration of AI capabilities into future Contact Center architecture.
• Manage business case, project progress and risks with focus on customer experience and measurable value.

Conocimientos

AI leadership

Project management

Stakeholder management

Communication skills

English fluency

Educación

University degree

Herramientas

AI platforms

Customer Service systems

Descripción del empleo

Tomorrow is our home.

Find out how you can enjoy, grow and perform at BSH Home Appliances Group: As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch, Siemens, Gaggenau and Neff as well as our local brands, our focus truly is on innovation. And that doesn't just apply to our products and services, but also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make their individual contribution to our overall success. Join us now and give your career a home.

Project Manager Agentic Contact Center (m/w/d)

BSH Hausgeräte GmbH | Job-ID: 76047394 | Full time / Part time

Munich

Your responsibilities

You will work in a dynamic, international environment and contribute directly to the success of the organization. Your responsibilities will include:

• Lead the development and implementation of an Agentic Contact Center approach, from initial exploration through MVP development and scaling
• Translate Customer Service business requirements into concrete and scalable AI use cases, process designs, and solution requirements
• Identify and prioritize relevant AI use cases in close collaboration with Customer Service, country organizations, and other business functions
• Ensure the integration of new AI capabilities into existing processes and the future Contact Center architecture
• Manage the business case, project progress, and risks, with a clear focus on customer experience, efficiency, and measurable business value

Your profile

• University degree, ideally in Business Administration, Business Informatics, Engineering, or a comparable field
• Strong knowledge of Customer Service and Contact Center operations, including relevant processes and systems
• Proven experience leading complex AI transformation projects involving multiple stakeholders
• Strong interest in and understanding of AI and technology, combined with excellent project management, communication, and problem-solving skills
• Fluent English is required; German is a plus

Your benefits

• Remuneration and terms according to the Metal and Electrical Industry collective agreement (30 days' vacation, additional payments e.g. bonuses)
• Flexible working models to suit your life situation (e.g., remote work, part-time, job-sharing, sabbatical)
• Support for professional and personal development via BSH's internal Global Learning Campus
• Attractive employer-funded occupational pension scheme

I look forward to your application.

Carina Grad (HR Contact)

Any questions?

Please visit bsh-group.com/career or write to us at [e-mail] . We would love to welcome you in our team!

Find a new home for your professional ambitions: