Request
's Heeren Loo Care Group
Customer Contact & Contact Center Solutions Consultant (Architect)
Customer Contact & Contact Center Solutions Consultant (Architect)
Info
Function
Customer Contact & Contact Center Solutions Consultant (Architect)Location
AmersfoortHours per week
36 hours per weekDuration
September 14, 2026 - December 31, 2026Application number
SRQ178203Segment
ICT | AutomationClosing date
07.09.2026
09:00
Role description and task arrangements
Expert Contact Center Solution (28–36 hours per week, self-employed or on assignment)
's Heeren Loo is seeking an expert in modern contact center solutions who can advise them based on up-to-date knowledge and experience in the field of customer contact.
The goal of this assignment is to translate our ambitions, needs, and requirements into a suitable and future-proof contact center solution and to determine a well-considered direction on which 's Heeren Loo can base its decision.
Organization and Stakeholders
The frameworks are developed by the domain lead from Huis op Orde. In addition, the contractor works closely with the Service Desk Manager, who serves as a subject-matter sparring partner and provides insight into current services and processes.
We are looking for a candidate with the following expertise and qualities:
Practical
's Heeren Loo is seeking an expert in modern contact center solutions who can advise them based on up-to-date knowledge and experience in the field of customer contact.
The goal of this assignment is to translate our ambitions, needs, and requirements into a suitable and future-proof contact center solution and to determine a well-considered direction on which 's Heeren Loo can base its decision.
Assignment Summary
's Heeren Loo wants to centralize its current fragmented service desk and customer contact structure. The organization currently uses various systems and work methods. The project focuses on conducting market research and analysis to develop a future-proof contact center solution that can centrally support various customer contact channels (such as omnichannel or multichannel).
Desired Results
The assignment results in:
- A consultative report with well-reasoned proposed solutions.
- An impact analysis of processes, organization, and technology.
- An implementation plan, including the approach and prerequisites.
- A recommendation that will enable the Board of Directors to make a decision regarding the future contact center solution.
Organization and Stakeholders
The frameworks are developed by the domain lead from Huis op Orde. In addition, the contractor works closely with the Service Desk Manager, who serves as a subject-matter sparring partner and provides insight into current services and processes.
During the analysis phase, several employees from 's Heeren Loo actively participate to facilitate knowledge transfer and ensure consistency. The availability of these colleagues varies, which makes it necessary to coordinate joint sessions based on their schedules.
Desired ProfileWe are looking for a candidate with the following expertise and qualities:
- Proven expertise in setting up customer contact centers and internal service desks, as well as in transforming traditional call centers into modern service centers.
- Experience with AI applications in customer contact and service desks, such as chatbots, copilot, and knowledge management solutions.
- Experience in developing or advising on change and adoption processes
- We excel at translating wishes, needs, and requirements into concrete contact center solutions.
- Excellent stakeholder management skills within complex organizations, with an eye for diverse interests and the ability to reconcile them.
- Experience with market research, selection processes, and (strategic) consulting in the area of customer contact is a plus.
Practical
- The candidate will be available starting in September for three to four days a week for the duration of the assignment through the end of 2026.
- For observation purposes, it may be desirable for the contractor to be present on site; the highest number of staff present at 's Heeren Loo is on Mondays, Tuesdays, and Thursdays (in Amersfoort).
- Freelancers and temporary employees can be listed here
- A G-account is required for suppliers
- No price range is listed; please submit a bid based on your knowledge and expertise.
- The systems that the contact centers currently use are Webbec, Topdesk, and Planon
Company data
Company data
's Heeren Loo Care Group
Role description and task arrangements
Expert Contact Center Solution (28–36 hours per week, self-employed or on assignment)
's Heeren Loo is seeking an expert in modern contact center solutions who can advise them based on up-to-date knowledge and experience in the field of customer contact.
The goal of this assignment is to translate our ambitions, needs, and requirements into a suitable and future-proof contact center solution and to determine a well-considered direction on which 's Heeren Loo can base its decision.
Organization and Stakeholders
The frameworks are developed by the domain lead from Huis op Orde. In addition, the contractor works closely with the Service Desk Manager, who serves as a subject-matter sparring partner and provides insight into current services and processes.
We are looking for a candidate with the following expertise and qualities:
Practical
's Heeren Loo is seeking an expert in modern contact center solutions who can advise them based on up-to-date knowledge and experience in the field of customer contact.
The goal of this assignment is to translate our ambitions, needs, and requirements into a suitable and future-proof contact center solution and to determine a well-considered direction on which 's Heeren Loo can base its decision.
Assignment Summary
's Heeren Loo wants to centralize its current fragmented service desk and customer contact structure. The organization currently uses various systems and work methods. The project focuses on conducting market research and analysis to develop a future-proof contact center solution that can centrally support various customer contact channels (such as omnichannel or multichannel).
Desired Results
The assignment results in:
- A consultative report with well-reasoned proposed solutions.
- An impact analysis of processes, organization, and technology.
- An implementation plan, including the approach and prerequisites.
- A recommendation that will enable the Board of Directors to make a decision regarding the future contact center solution.
Organization and Stakeholders
The frameworks are developed by the domain lead from Huis op Orde. In addition, the contractor works closely with the Service Desk Manager, who serves as a subject-matter sparring partner and provides insight into current services and processes.
During the analysis phase, several employees from 's Heeren Loo actively participate to facilitate knowledge transfer and ensure consistency. The availability of these colleagues varies, which makes it necessary to coordinate joint sessions based on their schedules.
Desired ProfileWe are looking for a candidate with the following expertise and qualities:
- Proven expertise in setting up customer contact centers and internal service desks, as well as in transforming traditional call centers into modern service centers.
- Experience with AI applications in customer contact and service desks, such as chatbots, copilot, and knowledge management solutions.
- Experience in developing or advising on change and adoption processes
- We excel at translating wishes, needs, and requirements into concrete contact center solutions.
- Excellent stakeholder management skills within complex organizations, with an eye for diverse interests and the ability to reconcile them.
- Experience with market research, selection processes, and (strategic) consulting in the area of customer contact is a plus.
Practical
- The candidate will be available starting in September for three to four days a week for the duration of the assignment through the end of 2026.
- For observation purposes, it may be desirable for the contractor to be present on site; the highest number of staff present at 's Heeren Loo is on Mondays, Tuesdays, and Thursdays (in Amersfoort).
- Freelancers and temporary employees can be listed here
- A G-account is required for suppliers
- No price range is listed; please submit a bid based on your knowledge and expertise.
- The systems that the contact centers currently use are Webbec, Topdesk, and Planon
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