Functional Consultant

Role : Functional Analyst

Location : Brussels Belgium

Language: French /Dutch + English

Mission objectives:

• Identify and define high-impact use cases for Customer Care.
• Define target processes and performance indicators.
• Ensure the functional consistency of the POC and compliance with business requirements.

General tasks and skills

• Conducting workshops to define and prioritize AI use cases.
• Formalize user stories, acceptance criteria and process diagrams.
• Collaborate with the developer and the AI expert to validate the specifications.
• Ensure functional monitoring and continuous evaluation of the solution.
• Write the functional documentation and user guides.

Technical skills specific to the mission

• Knowledge of
  Salesforce Service Cloud
  and its case processes.
• Good understanding of
  Agentforce and Einstein GPT functionalities
  .
• Familiarity with
  data analysis
  ,
  customer support KPIs
  and
  omnichannel communication flows
  .
• Ability to model customer and agent journeys.