CX Consultant

7N is an agent for high-end IT professionals. For over 30 years of operation we have proven that a clear and transparent financial model, collaboration exclusively with experts in their respective fields, and taking good care of them, comprise the best possible IT consulting model. We act as an individual agent for our consultants and promote their competences to our clients by offering them a wide range of projects in which they may participate. We add wage transparency, career development support and professional stability. Our main goal is a long-term collaboration; therefore the majority of our staff have been with us for many years.

Location: Travels to Belgium - once a month.

Responsibilities

• 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 CX end-to-end architecture matching requirements and constraints.

• Produce complex design documents.

• Lead the implementation of the design and act as a enterprise architect for end to end delivery.

• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring).

Skills Profile

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 Genesys Cloud and Genesys PureConnect products. 

• 5+ years of experience in CX migration from on-prem solutions to Genesys Cloud platform.

• Expert level knowledge and hands on experience in one or multiple of the following:

o VoiceBot and VoiceAnalytics

o Sentiment Analytics

o Predictive Engagement

o Bots (Google, Amazon etc.)

• Hands on experience in CX as a Code and DevOps project. Such as, Terraform, Git, Azure DevOps.

• 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

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.

We offer

• Financial transparency: the salary is: 31 920 - 35 280 PLN (190 - 210 PLN/h) + VAT
• Clear wage model. 7N Consultants know exactly what’s 7N fee for its agent role on the project.   
• Professional development support. We subsidize trainings, technical certificates, conference participation, and foreign language classes. Our Career Development Program offers consultants advisory support in career planning. Additionally, 7N Consultants have the opportunity to participate in interpersonal skills training through the 7N Secret Code. Learn more about it here: 7N: 7N – The Secret Code
• 7N Inspiration Team’s support and an opportunity to join their ranks. They are a group of 7N Consultants who consistently and actively share their professional knowledge and expertise.
• Cooperation with real experts – the average professional experience of a 7N consultant is 10 years. Check out one of our discussion panels here: Does a Scrum Master need a background in programming (in Polish)
• Comprehensive and personal project support from one of a 7N Agent. Priority regarding project continuity and quality. See what one 7N Consultant said about the role of 7N Agents and project opportunities. 
• Numerous (10-12 each year) high-end events – both online and offline. See the 7N KickOff 2024 clip here: https://www.youtube.com/watch?v=8MjSywOKZnc 
• Healthcare, Benefit Multisport and life insurance subsidies regardless of cooperation model. Access to Mindgram, a psychological support and professional development platform.  
• Professional and quality-oriented recruitment process led by the most experienced recruiters in the industry. Read more about it in the 7N candidate recruitment satisfaction survey (in Polish).