For one of our clients in telecom Randstad Professional is looking for a omnichannel expert.Do you have the guts for AI and customer experience?Sent your CV today to: lies.delandtsheer@professionals.randstad.beThe customer interaction platform and automation tribe is part of the customer operations circle and is responsible for setting up the platforms to ensure smooth interactions between our customers and our advisors.As a Channel Specialist, you will contribute to the proper implementation of the omnichannel strategy by safeguarding it in all initiatives in which your team is active. You will manage and analyze channel initiatives within set timelines and budgets, ensuring collaboration with all stakeholders. By monitoring KPIs and communication performance, you will prepare insightful reports, identify areas for improvement, and implement necessary actions. You will oversee communication across various channels, ensuring alignment with brand guidelines, and act as the voice of the customer in the initiatives in which your team is involved. Job description Collaboration:Work closely with the data team to establish conversational boundaries and align the chatbot's behavior with user expectations.Collaborate with technical analysts to check the technical feasibility of proposed solutions.Monitoring and Improvement:Monitor and fine-tune the chatbot/model's behavior.Prepare insightful reports, identify areas for improvement, and implement necessary actions.Content and Communication:Create guidelines for K&C to develop articles that the genAI chatbot can easily retrieve information from.Oversee communication across various channels, ensuring alignment with brand guidelines.Embedded Chat Track Designs:Be heavily involved in the embedded chat track designs and customer journey implementation, including the authentication process, variations in conversational flows across web and app, human handovers, and post-chat surveys. Profile Language skills: French (native), English (fluent), Dutch (bonus)Customer experience expertSound knowledge of digital channels foundation such as chat channels and AI chatbotsStrong writing skills and (basic) knowledge of conversation quality reviewsExpert in mapping customer journeys and experiences and translating them into actionable plans and conversational flowsAbility to validate the technical feasibility of proposed solutions, collaborating with technical analystsExperience with user testing methods related to chat solutionsPositive collaboration skills, both inside and outside the teamAbility to challenge stakeholders' ideas and engage in conversations to clearly align communication goals and initiativesMust-have skills:Knowledge of journey mappingExperience with chat channels and AI chatbotsStrong writing and conversation quality review skillsCollaboration and stakeholder management skillsNice-to-have skills:Experience with testing AI solutionsFamiliarity with tools like Confluence and JIRA Offer projectcontract freelance or consultant on the Randstad Payrollavailable from march-june 2025