Customer Interactions process analyst - Anankei

Brussels BE

Our Customer is a Telecom & ICT company operating in Belgium and on the international markets, providing services to consumers, businesses and the public sector.
Their advanced interconnected fixed and mobile networks offer access anywhere and anytime to digital services and data, as well as to a broad offering of multimedia content.
They invest in future-proof networks and innovative solutions, creating the foundations for sustainable growth.


Our company wants to play a pioneering role in the field of digital customer contact, both via telephone, chat, web and social media. That is why we are moving away from the traditional IVR selection menu and will focus in the coming years on 'Speech routing', i.e. recognizing (Speech-to-text + NLP) what the customer is asking for in order to guide him to the right solution. On the chat channel, we will first try to help the customer through a chatbot before redirecting them to an operator. This is the 'Digital Assistant' which is in full development.

Within the Customer Interactions domain we are looking for an enthusiastic person with entrepreneurial spirit and perseverance who will be responsible for the implementation and follow-up of projects and requests regarding our digital assistant and other applications (0800 IVR, various webforms such as Domino, Fiber,...)

Your responsibilities

-You are the contact person in the team for different projects and change requests in the field of IVR, Digital Assistant and Guided contact.
-You configure, together with your coworkers, innovative technologies (chatbots, voice bot, self-services...) while keeping in mind the end goal, as much automation as possible and an optimal personalized customer experience.
-In co-creation, you participate in the technical design of the solution based on functional requirements and determine the appropriate configuration (Visio flow, back end data, etc...).
-You program the 'business' scripts using common scripting languages. Within the company we use our own scripting language and Javascript.
-You ask the necessary critical questions and examine the feasibility and 'business value' of various proposals (e.g. extra options or messages on the IVR, a new chatbot use case, etc.).
-In doing so, you always look for the optimal balance between customer experience (CX) on the one hand (simple and clear contact points for our customers) and the operational organization on the other hand.
-You are a 'critical challenger' but you also bring up improvement actions yourself and help your coworkers find the right solutions.
-You define a plan of approach for new implementations in close cooperation with your coworkers and the various stakeholders.
-You proactively communicate the status, feasibility and timing of the different requests you are responsible for.
-You negotiate with IT so they deliver the requested requirements on time so you can configure them further.
-You define a testing strategy on releases and ensure close follow-up to ensure that the overall operational situation remains stable.
-You document the scripts and workflows before putting them into production.
-You develop and maintain these scripts for continuous improvement of automation processes and workflows.



-You have a bachelor or master degree or equivalent through experience.
-You have a good knowledge of business processes and applications in general, and you are enthusiastic to learn quickly and to further develop strong competences -You have a reasonable knowledge or affinity with scripting, a basic knowledge of Javascript, SQL, .NET or php is a plus.
-You have a basic knowledge of programming (front or back-end, databases, UI and know what APIs and microservices are) -You are customer focused and the digital lifestyle is part of your DNA.
-You are a team player.
-You succeed in translating innovative ideas into concrete actions and implementing them.
-You are analytical, critical and value quality.
-You are solution oriented and efficient. You are enthusiastic and know how to get things done.
-You are open to learning and to fully develop yourself in this young environment.
-You can express yourself fluently in English, Dutch and/or French