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Business Information Analyst

OverijsselHybrid38 hours/week<3months

You will work on a major transformation project.

This includes the implementation of a platform and helping to build a future-proof, modular, and platform-independent customer contact setup.
The deployment of innovative conversational solutions is included.
You will play an important role in renewing the customer contact landscape of a cooperative organization.
This involves implementing a new contact platform and making processes and functionalities future-proof.
You will join a multidisciplinary team working on the future of customer contact.
The focus is on maintaining flexibility by designing and developing platform-independently.
Innovation, conversational AI, and automation play a major role in improving customer service.

What you do

Gathering, analyzing, and elaborating business requirements for omnichannel customer interaction.
Supporting the project team in the implementation of a new contact platform.
Translating business needs into concrete solutions, together with IT, suppliers, and stakeholders.
Identifying and elaborating platform-independent functionalities.
Contributing to the thinking and further development of generic building blocks independent of the chosen platform.
Developing and integrating conversational applications within the contact landscape, such as voicebots, chatbots, and AI agents.
Analyzing customer journeys and contact flows to effectively deploy conversational solutions.
Ensuring good integration of these applications with existing systems and processes.
Supporting testing, validation, and adoption within the business.
Monitoring the coherence between processes, systems, and customer journeys.

What they ask

Experience as a Business Information Analyst or similar role.
Strong in analyzing and structuring complex issues.
Experience with (or affinity for) customer contact environments / contact center solutions.
Affinity with conversational AI (chatbots, voicebots, AI agents) is a plus.
Understanding of IT architecture and integrations.
Experience with Agile/Scrum working.
Ability to switch between strategic thinking and practical execution.

Collaboration.

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