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Senior Technical CX Consultant

België, Vlaams Gewest, Antwerpen - Brussel - Gent (Melle) - Kortrijk - HerentalsTechnology Services

THE BEST VERSION OF YOU 👍

Join Xylos and extend your X factor as a CX Specialist.
As a principal consultant within our Technology Services division, you will get to go for state-of-the-art.
That’s right: from contact center, to voice communications and customer experience solutions.

How? By driving Xylos customers’ CX strategy and work streams. You will construct their application landscape with our CX and communication solution portfolio.
Why? Because you believe in challenging yourself and others and you love to have corporate impact with your vision. In other words:

  • You are intellectually curious and have outstanding analytical skills.
  • You are an enthusiastic team player with excellent communication skills. One that fits right into a multi-disciplinary group of people and makes everyone better.
  • You are a consultant at heart, able to communicate on different levels within organizations.
  • You are able to zoom out (see the bigger picture) and zoom in (in-depth analysis of tasks and dependencies).

And you’ve got knowledge and experience to make it all solid. More precisely:

  • 7 years of experience of which 3 in the domain of contact centers, preferably in technical, strategic or advising positions.
  • Sound technical expertise of Unified Communications technical components and architectures (SBC, SIP, ...)
  • Clear vision on contact center processes, operating models, KPIs, processes, technology landscapes and trends.
  • Not too many blind spots around IVR and CTI technology either. Genesys Workforce, Genesys Cloud, - Luware, Teams Phone Systems, Anywhere 365…: all familiar to you.
  • Hands-on involvements with contact center technologies (Luware, Twilio, Avaya, Genesys, Service Cloud, and omni-channel integrations) and CRM technologies.
  • At least one real encounter with Contact Center integration

Other technical skills:

  • Advanced knowledge of telephony protocols, especially SIP and RTP
  • Basic knowledge (awareness) of network Infrastructure (switches, routers, firewalls, servers, loadbalancers) and protocols (VLANs, IP, TCP/UDP, QoS, DHCP, DNS, SNMP, NTP, TACACS, Radius…)
  • Hands-on experience (management/administration/engineering) with at least one of the following platforms: Skype for Business, Mitel, Genesys products, Teams Voice products, Luware, Anywhere 365...
  • Knowledge of Microsoft Visio, PowerPoint and Excel


YOUR DAILY ADVENTURE 🤠

Your journey arises and unravels with that of the customer. You conceptualize on the basis of customers’, partners’ and users’ needs. From tangible prototypes you design and ultimately develop and implement concrete solutions (troubleshooting when needed): all in the capacity of “guardian of business impact.” The teams that surrounds you? They consist of experts in functional and technical domains.


All of that means:

  • You work with business partners to derive functional requirements and translate these into technical requirements. Ultimately, you come up with technical solutions to business problems.
  • You drive cross-functional, cross discipline architecture teams to define the architectural direction for different CX missions
  • You influence and direct activities of teams for initiatives or operations within your strong domain expertise.
  • You are a go-to technical resource;. That means, you take routine accountability for technical knowledge and capabilities as a team member or as an individual contributor.
  • You manage and deliver contact center transformation demands in an Agile mode.
  • Your projects vary from strategic discoveries to CRM and contact center transformations.
  • Your expertise gets our customers to increase their own customer experience across various call center platforms, every device and every step of the way. All the while, you minimize their operational costs.

There's even more to a Xylos job than meets the eye:

  • We have a truly modern workplace. That also means a warm, human work atmosphere where your daily experience is of central importance.
  • We offer challenging projects with the best technology has to offer, and a growth plan tailored to you and your career ambitions...
  • An attractive salary complemented by a range of benefits: daily, home, internet allowance, group and hospital insurance, company restaurant, company car...
  • We also offer an atypical bonus package. You can cash in net or spend it on multimedia, or even just extra holidays...
  • Feel the atypical Xylos-vibe on Instagram and check out our stories 👉 https://tinyurl.com/IGStories-Xylos


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