Customer Engagement Center Expert

Codux; Belgique; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Learning & growth opportunities

Competitive salary

Company car

Hospitalization and group insurance

Cronos Care extras

Hybrid ownership model

Job summary

Codux is seeking a Customer Engagement Center (CEC) Expert to connect channels, routing, case management, and AI into unified service experiences. You will lead implementation projects, map pain points, and collaborate with clients and teammates to deliver measurable improvement in customer service operations.

You will analyze workflows from business and technical perspectives and advocate for scalable solutions in a hybrid work model, traveling 2-3 days per week within Belgium.

Qualifications

• Analytical and pragmatic problem-solver with a hybrid mindset.
• Fluent in English and Dutch; French is a plus.
• Willing to travel 2-3 days per week to client sites in Belgium.

Responsibilities

• Collaborate with clients and colleagues to map pain points and design improvements that work.
• Lead on implementation projects, translating complex business processes to the target system (IVR, knowledge, case management, or AI).
• Work with analysts, developers and clients to deliver real value with each iteration.
• Analyze customer service workflows from business and technical perspectives and advocate scalable, maintainable solutions.

Skills

Analytical thinking

Pragmatic mindset

English fluency

Dutch language skills

Willingness to travel

Tools

AI / chatbot implementations

CEC platforms

Job description

Customer service platforms are becoming deeply integrated ecosystems, supporting agents and customers to get the information they need and act. As a Customer Engagement Center (CEC) Expert (or as a Dux, as we call ourselves), you help clients connect the different aspects of a CEC (channels, routing, case management, assist, reporting, AI) into unified service experiences. You stay close to the product while also staying grounded in how service teams work.

Do you like exploring how voice, service, and intelligence tie together?

Are you curious about how platforms behave under real constraints?

Are you virtually ‘customer-obsessed’ and keen to work directly with clients in short cycles?

You know everything there is to know about customer engagement and different CECs, such as Salesforce, Microsoft, AWS, Genesys, Aircall, Vonage. You’reananalytical and pragmatic person by nature. You enjoyexploring new tools and integrations and understand how systems behave under real constraints. You’re comfortable pushing back constructively when complexitydoesn’tadd value. Above all, it’s your hybrid mindset that sets you apart: business understandingàndtechnical curiosity.Like every Dux, you enjoy spending time with your teammates and are happy to travel 2-3 days per week to client sites in Brussels, Antwerp, or Ghent. You speak fluent English and Dutch. French is great, not a must.

What else would be great:

• Certificationslike Scrum, SAFe, KCS, COPC or related industry standards.
• Knowing your way aroundAI or chatbot implementations.
• Certifications and/or implementation experience with specific CEC platforms.

What you’ll be doing at Codux

You collaborate directly with clients and colleagues to improve customer service operations by mapping pain points and designing improvements that have proven to work. You act as the lead on implementation projects, translating complex business processes into the specific system whether it’s IVR, knowledge, case management, or AI. You collaborate with analysts, developers, and clients, always with the delivery ofrealvalueat the back of your head.

And there’s more:

• You’ll be analyzing customer service workflows from both business and technical perspectives.
• You’ll advocate for scalable, maintainable solutions (and you’ll never preach ‘customization’ just for the sake of customization).
• You’ll collaborate in short iterations with direct feedback loops.

Customer Service is more than just telephony or case management. It's the combination of a complete stack of systems leading up to a complete customer engagement model.

Mark Van Reeth

This is what you’ll find in us:

loyal colleagues, all with the same ambitious Dux mentality.

you get to experiment with automation and emerging tooling.

We pay it forward

through our 1% pledge, we commit to positive impact.

What we offer

This is what you can count on from us:

Learning & growth opportunities

certifications, peer coaching, and the stable backbone of the Cronos ecosystem.

a competitive salary, company car, hospitalization and group insurance, and Cronos Care extras.

Hybrid ownership

a flexible model (on-site versus remote or on client locations). High trust: yes, politics: nope.

Let’s build the future of service together.