Mission Description

STIB wishes to initiate a Proof of Concept (POC) around artificial intelligence applied to its Salesforce Service Cloud (Agentforce) environment.

The Functional Analyst will contribute to the success of the AI POC by supporting the business teams in identifying, prioritizing, and formalizing artificial intelligence use cases. They will serve as the link between operational, technical, and project management teams.

Mission Objectives:

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

General Tasks and Skills

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

Additional Information:

The mission can be extended for a maximum duration (initial duration included) of: 880 business days.