Functional Analyst

il y a 3 semaines


Laeken, Belgique Skywaves Rise Temps plein

Role : Functional Analyst Location :Brussels Belgium Language: French /Dutch + English Mission objectives: o Identify and define high-impact use cases for Customer Care. o Define target processes and performance indicators. o Ensure the functional consistency of the POC and compliance with business requirements. ________________________________________ General tasks and skills o Conducting workshops to define and prioritize AI use cases. o Formalize user stories, acceptance criteria and process diagrams. o Collaborate with the developer and the AI expert to validate the specifications. o Ensure functional monitoring and continuous evaluation of the solution. o Write the functional documentation and user guides. ________________________________________ Technical skills specific to the mission o Knowledge of Salesforce Service Cloud and its case processes. o Good understanding of Agentforce and Einstein GPT functionalities . o Familiarity with data analysis , customer support KPIs and omnichannel communication flows . o Ability to model customer and agent journeys.


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