We are seeking an Omnichannel Expert for a client in the telecom industry.
This is an exciting opportunity to combine your passion for AI and customer experience.
Job Description
The Customer Interaction Platform and Automation Tribe is responsible for setting up platforms to ensure seamless interactions between customers and advisors.
As a Channel Specialist, you will contribute to the successful implementation of our omnichannel strategy by safeguarding it in all initiatives within your team.
You will manage and analyze channel initiatives within set timelines and budgets, ensuring collaboration with all stakeholders.
You will oversee communication across various channels, ensuring alignment with brand guidelines, and act as the voice of the customer in the initiatives within your team.
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 expert
Sound knowledge of digital channels foundation such as chat channels and AI chatbots
Strong writing skills and basic knowledge of conversation quality reviews
Expert in mapping customer journeys and experiences and translating them into actionable plans and conversational flows
Ability to validate the technical feasibility of proposed solutions, collaborating with technical analysts
Experience with user testing methods related to chat solutions
Positive collaboration skills, both inside and outside the team
Ability to challenge stakeholders' ideas and engage in conversations to clearly align communication goals and initiatives
Requirements
* Journey mapping knowledge
* Chat channels and AI chatbots experience
* Strong writing and conversation quality review skills
* Collaboration and stakeholder management skills
Desirable Skills
* Experience with testing AI solutions
* Familiarity with tools like Confluence and JIRA
Offer
Project/contract basis
Freelance or consultant on the Randstad Payroll
Available from March-June 2025