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Pour soutenir cette transformation, l’organisation souhaite intégrer un·e responsable solutions centre de contact (ou analyste expérience client), issu·e du monde des centres d’appels et passionné·e par l’amélioration continue, les processus de service client et les solutions technologi

Participer activement à toutes les étapes de projets d’implantation et d’amélioration continue : analyse, conception, configuration, tests (SIT/UAT), déploiement et support post-implantation. Identifier les opportunités d’optimisation des processus et recommander des améliorations contin

Actively participate in all phases of system implementation and improvement projects: business analysis, design, configuration, testing (SIT/UAT), deployment, and post-implementation support. Strong skills in documenting business requirements, creating test cases, and supporting end users. Excellent

Map and enhance customer and agent journeys, identifying friction points and opportunities for optimization. Translate business requirements into functional CRM (Dynamics 365) solutions and actionable recommendations for IT teams. Analyze customer service and contact center workflows, from initial c

Participer activement à toutes les étapes de projets d’implantation et d’amélioration continue : analyse, conception, configuration, tests (SIT/UAT), déploiement et support post-implantation. Identifier les opportunités d’optimisation des processus et recommander des améliorations contin

Actively participate in all phases of system implementation and improvement projects: business analysis, design, configuration, testing (SIT/UAT), deployment, and post-implementation support. Strong skills in documenting business requirements, creating test cases, and supporting end users. Excellent