Engagement Orchestration manager

Description

Engagement Orchestration aims to match every customer need with the best channel, AI capability or human expert. It has been identified as one of the five permanent Operating Model workstreams and defines how customer demand is understood, guided, routed, escalated and resolved across Nordic markets.

The workstream covers routing and escalation logic, human-AI handovers, channel allocation, intelligent routing, service-layer and voice-flow design, omnichannel orchestration, and the principles governing the distribution of demand between self-service, AI and specialist support. Each interaction should be directed to the appropriate channel, skill and available capacity while preserving context throughout the customer journey. The work also translates the agreed service flows into implementable Nordic rules, controlled local variations, configuration requirements and acceptance criteria. 1

The model should clearly distinguish between first- and second-line service. First-line service should handle routine, frequent and lower-risk needs at scale through self-service, AI and broadly skilled frontline employees. Second-line service should provide specialised expertise, judgement and regulatory accountability for complex, urgent, sensitive or commercially significant needs. Escalations must be seamless, with the customer’s intent, context and actions already taken transferred to the relevant advisor or specialist.

Deliverables include the Nordic Intent Taxonomy, Contact Reason Taxonomy, Human versus AI Principles, Customer Flow Definitions, the Escalation Framework, Routing Principles, Service Standards, the Resolution Framework and Customer Outcome Definitions.

Must-have

• Customer service operating model design.
• Routing, escalation and service-layer design.
• Human-AI handovers and channel orchestration.
• Customer journey and contact centre transformation.
• Genesys Cloud CX or similar platforms.

Nice-to-have

• Banking or regulated industries.
• AI-enabled service models.
• Intent and contact reason taxonomies.
• Omnichannel customer service.

Nordic operating model experience.

Start: ASAP

Length: 7-8 weeks

Location: Stockholm