CONTRACTOR

Service Delivery Consultant - Anankei

Brussel / Gent BE
2021-02-17
2021-02-22

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)

Requirements

Areas of knowledge :

  • Implementations, Support & Troubleshooting Service, changes, deployments
  • Core IT (networks, servers, virtualizations, firewalls, etc.)
  • Telephony infrastructure (SBC’s, SIP, WebRTC)
  • Product Management of our contact center products
  • Reporting/Dashboard (Historical - Real time)
  • Integration, such as PowerBI
  • Integrations with external systems (CRM, databases, web services, etc.)
  • Integrations via API’s
  • Integration with MS Teams, Active Directory (AD)
  • Customized development
  • Custom reports
  • Scripts - Automation
  • Support of the development team
  • New technologies like Bots & Artificial Intelligence


Requirements:

  • You have a Bachelor in IT, Electronics, Applied Informatics, or the equivalent through experience!
  • You’re passionate by IT
  • You regard the translation of complex problems into solutions for customers as a challenge
  • You are a professional with a "service mind"
  • You are eager to learn, and not afraid of change
  • 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 take initiative and systematically drive for results
  • 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