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Service Delivery Consultant Customer Engagement
il y a 3 semaines
Proximus is active as a provider of digital services and communication solutions on the Belgian and international markets. We offer our customers a world of digital opportunities so that they can live better and work smarter. We do this by offering products and services tailored to the needs of every customer and by being a partner of citizens, companies and Belgian society in their digital evolution.
Proximus Group consists of the mother company Proximus SA and a growing network of subsidiary companies in the telecom and IT sectors, active in the Benelux and various other countries.
**Responsibilities**:
The Professional Services department ensures among others the implementation Genesys Cloud Contact Center solutions. In order to reinforce our Genesys Cloud Call & Contact Center competence center, we are looking for a:
Service Delivery Consultant - with Call & Contact Center expertise & passion
As Service Delivery Consultant, based on your Call & Contact Center expertise, you design, implement, and, operate 24/7 C&CC solutions, and ensure, technical consultancy and effective pre-, and after sales support in order to maximize margin, and meet/exceed expectations of external enterprise customers in accordance with SLA’s and/or contract.
This includes the specific following tasks and responsibilities:
- You validate proposed solutions in pre-sales phase
- You are able to deliver an expert level support related to the incident management process
- You implement, operate and maintain the C&CC solutions
- You provide technical advice towards customers and colleagues in order to effectively inform and/or advise them (CC solutions and integrations)
- You develop, maintain and share technical expertise and customer specific information
- You define, control and optimize the margin and take corrective actions when needed
- You integrate in a team, working in a guard duty system (max 1 week on 4).
Profile
- You have a Bachelor in IT, Electronics, Applied Informatics, or the equivalent through experience
- You regard the translation of complex problems into solutions for customers as a challenge
- You are a professional with a "service mind"
- You have a good team spirit and like to communicate with customers in order to translate their questions into functional wishes and technical solutions.
- You have a proactive attitude
- You are able to meet and exceed customers’ expectations
- You are able to inform efficiently and are able to communicate at all levels with your customers/colleagues
- You are able to deliver On Time On Budget and within the Scope
- You are able to learn quickly and not afraid of change
- You advise the business to enrich the solution & Professional Services portfolio
- Languages: French, Dutch, English
If you recognize yourself in these requirements, we are looking forward hearing from you
