Pauwels Consulting
Application Expert - 11643
ICT & Digital - Development - mechelen

We are looking for a senior technical analyst to join our new, small Agent Assist team within the Customer Interaction Platforms and Automation (CIPA) tribe. The role involves both technical and business analysis tasks, focusing on optimizing business value through end-to-end lifecycle management of service solutions. This position requires close collaboration with the data tribe and integration with the contact center platform, Genesys.

Key Responsibilities:

  • Translate business needs into technical requirements and support implementation
  • Propose solutions and document technical user stories
  • Analyze business needs, ensure legal compliance, and guide stakeholders
  • Design technical solutions and collaborate with vendors
Reference number: 79143

What are we looking for?

  • Extensive experience with Genesys contact center platform
  • Knowledge of Generative AI (GenAI) and experience integrating it with existing CRM systems
  • Understanding of performance metrics for GenAI solutions in contact center environments
  • Familiarity with Pega and AEM is a plus
  • Strong analytical thinking and solutioning methodology expertise
  • Technical proficiency in managing multiple projects simultaneously
  • Excellent communication skills for effective collaboration with internal and external stakeholders
  • Fluency in English is a must

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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David Prosku Aliredzaj
David Prosku Aliredzaj
Talent Acquisition Specialist IT
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