Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

The Senior CX Consultant has the responsibility of shaping the end to end customer journey, understanding the business and technical challenges and create the technical strategy and architecture. He/she is supporting the sales and pre-sales teams to define relevant solutions aligned with customer business and technical requirements. He/she has an end-to-end expert understanding of Customer experience tools and eco-System and can consult customers on picking up the right tools and architecture for their business requirements. The CX consultant has good understanding of business and technical domains and can be the bridge between them.

The Senior Consultant builds a trusted relationship with the relevant customer peers in his domain. He/she is taking responsibility of collecting customer business and technical requirements, translating them into an architecture and a technical strategy, evaluating the required consulting effort and delivering as required.

Job Duties:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey.
• Identify the use cases and the integration strategies of Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs.
• Become client trusted advisor and contribute to customer Digital Transformation.
• Develop CX roadmap and technical mappings for the next gen Customer Experience.
• Recognize and assess client key business drivers and challenges.
• Articulate service strategy (refine, refresh, change, optimize, …) in the relevant digital domain.
• Engage and partner with customers to jointly develop the architecture matching requirements and constraints.
• Produce customized architecture standards.
• Produce complex design documents.
• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring, …).

Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System.

Contact Center and CX related services:

• Expert level knowledge and hands on experience of in one or multiple of the following Contact Center solutions, TalkDesk, Genesys, NiceIn Contact.
• Expert level knowledge and hands on experience in one or multiple of the following:
  • VoiceBot and VoiceAnalytics (e.g. Nuance, Nexidia etc…)
  • Sentiment Analytics
  • Predictive Engagement
  • AI/Bots (Google, Amazon, KorAI)
• Hands on experience with integration of CRM tools such as SAP, Sales Force, MS Dynamics.
• Experience with Workforce Management and related tools.
• Contact center organization and operation to be able to understand customer needs and translate them into a high level design
• Good understanding of the RPA,AI solutions

Other skills and experience

• Effective customer senior management communication.
• Ability to handle complex situations (internal and customer facing).
• Expert level in the integration and implementation of at least one specific digital domain (to be listed according to requirements)
• Advanced level in one or more digital domain(s).
• Strong technical skills around telecommunications/IT solutions and services in general / university degree in Communications systems/or Computer Science or equivalent.
• Minimum of 10 years related work experience in customer facing organizations within the ICT and CX industry (channels, local representations working directly with customer IT management).
• Proven track record in driving and positioning security technical strategy to customers’ needs at senior IT/CxO level.
• Fluent in English
• Understand market trends, technical and business issues associated with the CX/CC industry.
• Must have consultancy and service delivery experience in the CX industry.
• Program and/or project management skills are a plus.

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Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.