Project Manager Agentic Contact Center (m/w/d) in Muenchen, Deutschland

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