CX Consultant

Responsibilities:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey
• Identify the use cases and the integration strategies of Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs
• Become client trusted advisor and contribute to customer Digital Transformation
• Develop CX roadmap and technical mappings for the next gen Customer eXperience
• Recognize and assess client key business drivers and challenges
• Articulate service strategy (refine, refresh, change, optimize) in the relevant digital domain
• Engage and partner with customers to jointly develop the CX end-to-end architecture matching requirements and constraints
• Produce complex design documents
• Lead the implementation of the design and act as a enterprise architect for end to end delivery
• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring)

Requirements:

• Expert level knowledge and hands on experience of Genesys Cloud and Genesys PureConnect products
• 5+ years of experience in CX migration from on-prem solutions to Genesys Cloud platform
• Expert level knowledge and hands on experience in one or multiple of the following: VoiceBot and VoiceAnalytics (e.g. Nuance, Nexidia etc.), Sentiment Analytics,
• Predictive Engagement, Bots (Google, Amazon etc.)
• Hands on experience in CX as a Code and DevOps project. Such as, Terraform, Git, Azure DevOps
• Hands on experience with integration of CRM tools such as SAP, Sales Force, MS Dynamics
• Experience with Workforce Management and related tools
• Contact center organization and operation to be able to understand customer needs and translate them into a high level design
• Fluent in English
• Minimum of 10 years related work experience in customer facing organizations within the ICT and CX industry (channels, local representations working directly with customer IT management)
• Effective customer senior management communication
• Understand market trends, technical and business issues associated with the CX/CC industry
• Must have consultancy and service delivery experience in the CX industry
• Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System
• Advanced level in one or more digital domain(s)
• Strong technical skills around telecommunications/IT solutions and services in general / university degree in Communications systems/or Computer Science or equivalent
• Preferred to be in Belgium or able to travel to Belgium on a regular basis
• Program and/or project management skills are a plus

Offer:

• Private medical care
• Co-financing for the sport card
• Training & learning opportunities
• Constant support of dedicated consultant
• Team-building events organized by DCG
• Employee referral program