Technical Specialist, Genesys Cloud & Ops Excellence

Nordea; Særløse Overdrev; Remote; DKK 550,000 - 750,000; Full time

Job summary

Nordea is seeking a Technical Specialist for the Traffic & Operational Excellence team in Denmark, based from our Taastrup office (Hermes Hus). You will support the smooth operation of our Customer Service, maintain critical systems and enable excellent customer experiences.

Join a team responsible for end-to-end daily operations of the contact center, including workforce management, technical platforms, data and reporting, and the transition to Genesys Cloud in 2027.

Qualifications

• Experience with customer service technical systems, Genesys Cloud is a plus.
• Experience with Power BI.
• Strong IT skills and understanding of how platforms affect customer experience and operations.
• Fluent Danish and professional English.

Responsibilities

• Maintaining and developing Genesys technology functionality to ensure customer access to services.
• Participating in projects to ensure quality and successful implementation.
• Mapping and proactively communicating the impact of operational and technical changes to advisors.

Skills

Genesys (Cloud) experience

Power BI

General IT skills

Danish language

English language

Customer service operations awareness

Job description

Nordea is seeking a Technical Specialist for the Traffic & Operational Excellence team in Denmark, based from our Taastrup office (Hermes Hus). You will support the smooth operation of our Customer Service, maintain critical systems and enable excellent customer experiences.

Join a team responsible for end-to-end daily operations of the contact center, including workforce management, technical platforms, data and reporting, and the transition to Genesys Cloud in 2027.