Pauwels Consulting

Junior Technical/Functional Analyst

ICT & Digital - Analysis - Reference number (71022)

The clients company plays 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 the Clients Assistant, our voice & chat bot.

Within the Transaction Routing Chapter 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 (Help Center FAQs, 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 clients organization, they use their 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 analyse, maintain and create reports to track and improve the performance of the clients Assistant.
  • 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.

What are we looking for?

  • 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 solid base in scripting, a good 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 can express yourself fluently in English, Dutch and/or French

What do we offer?

  • Challenging projects based on your interests and skills
  • Personal follow-up and clear, transparent communication both before and after commencement of employment
  • Possibility to follow extra training
  • Inspiring network events and legendary after work drinks
  • Strong network of industry leading clients
  • Expertise within IT, Engineering and Life Sciences
  • A flying start for every junior, growth opportunities and possibility to share gathered knowledge for more senior employees
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Sybe Van Zele
Sybe Van Zele
Talent Acquisition Specialist IT
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