Technical Analysis for Customer Contact Center (m/w/d) – Freelance – on hold

  • Position zu besetzen ab 1. Dezember 2023
  • Permanent-ID OCR-FL-2518
  • Branche Pharma
  • Beschäftigungsform Freelance/ Contracting
  • Standort Deutschland / 8x
  • Kategorien Beschäftigungsform, Branche, Freelance/Contracting, Pharma

The first goal is to document the existing contact center architecture.

The second goal is to deliver a fit-gap analysis based on new business requirements.

The third goal is to define an implementation plan.



  • Document the “as-is” architecture based on information gathered across local and global IT stakeholders.
  • Understand the new business requirements and translate it into technical requirements and document it.
  • Facilitate interviews with local and global IT stakeholder to gather all formation about the current and future enterprise architecture.
  • Identify and document the capabilities or functionalities which will meet the business requirements as well as IT operation.
  • Identify and document gaps, align it across the teams and find solutions to close the gaps.
  • Define an implementation plan in close collaboration with all project stakeholders.



  • Experiences in implementing call center cloud solutions e.g. Nice InContact, AWS Contact Center, Cisco Contact Center
  • The freelancer should have knowledge of integartions with contact center solutions.
  • Knowledge of the pharmaceutical industry and related business requirements would be beneficial.


Additional Information:

Location: Munich / Remote

Project start: December  2023

Duration: 3 months

Availability: ca. 2,5 days /week

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