Lux-Advisory is a company specialized in project management and business analysis. Our consultants take part in European or International projects. To support
the increase of our activity, we are currently looking for a Business Analyst.

DESCRIPTION OF THE PROJECT

Our client is investing in enhancing its telephony journey management to address several operational challenges. The aim is to improve both customer and
employee experiences by integrating advanced CRM functionalities with telephony systems. The project will focus on automating processes, reducing manual
tasks, improving call handling, and providing more personalised customer interactions. The business objectives include enhancing customer satisfaction,
boosting employee efficiency, improving operational efficiency, and aligning with strategic goals. The project will also address compliance and security
improvements within the telephony system.

SKILLS

• Previous experience with large-scale digital transformation projects, particularly in the telecommunications sector.
• Familiarity with tools such as Salesforce, Teams, and other systems involved in telephony management
• Ability to work in an agile environment and adapt to fast-paced changes in project requirements
• Knowledge of AI-driven support tools and predictive analytics for customer service
• Proficiency in both French and English to communicate effectively with internal and external stakeholders
• Experience in defining and supporting the implementation of security protocols and failover scenarios within telephony systems
• Strong background in creating and delivering impactful training programs to ensure smooth integration of new systems and processes
• Change management expertise: Proven ability to drive successful transitions and minimise disruption during periods of organisational change

The Business Analyst will have the following key responsibilities:

• Business Process Analysis: Analyse and document current telephony and CRM-related processes, identifying inefficiencies, gaps, and opportunities fo

offering intelligent call routing, and minimising manual tasks

• Security & Resilience: Contribute to the development of security requirements for telephony systems and participate in defining processes for syste