Chargé des Outils Applicatifs et data F/H/X
Core
Managing contact center tools (voice, email, chat) and data to optimize customer experience and service quality.
Role type
Mid-level Customer Experience Tools & Data Specialist
Builds
Contact center platforms, AI-driven customer interaction solutions, and automated reporting processes
Domain
Retail / Customer Experience / Contact Center Operations
Deliverable
product features
Required skills
Contact center tool management, data analysis, project coordination, functional specification writing, AI solution integration, stakeholder management
Preferred skills
Knowledge of multichannel management solutions (SVI), Power BI, Excel, PowerPoint, competitive intelligence in customer relations
Technologies
Chat, SVI, multichannel management solutions, Power BI, Excel, PowerPoint
Responsibilities
Ensure operationality of contact tools (voice, mail, chat), analyze volumetric data and consolidate statistics, pilot implementation of new contact tools and AI features, coordinate cross-functional projects, conduct competitive benchmarking, write functional specifications and manage testing
Seniority
Mid-level, hands-on specialist
