PRINCIPAL CONSULTANT – CUSTOMER CARE AUTOMATION

OBI Smart Technologies

📍 Katowice, Silesian Voivodeship, Poland 💼 Full-time 🕒 Posted March 01, 2026

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Job Description

Act as the technical brain of the Customer Care Automation product and serve as the primary technical sparring partner for the Product Owner. Translate business requirements into a stable, scalable, and future-proof technical solution and guide the development team in its implementation.
Conceptually own and design the integration architecture between Zendesk and the OBI system landscape, defining Zendesk as the central execution and orchestration layer. Design and document end-to-end data flows across a hybrid enterprise environment.
Evaluate and design CTI integrations with Zendesk (e.g. Cisco Webex Contact Center) to enable efficient call routing, call handling, and seamless ticket processing within the Zendesk Agent Workspace.
Design the architecture for a 360-degree customer, order, and transaction view by consolidating multiple data sources and enriching Zendesk with contextual information (e.g. VIP ranking and advanced agent views).
Own the conc...
            

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Job Details

Location Katowice, Silesian Voivodeship
Job Type Full-time
Category Computer Occupations
Posted Date March 01, 2026
Application Deadline April 10, 2026