Domain Manager - Digital and Agent Assist Platforms

We are Team possible – the people behind Proximus, Proximus NXT, Davinsi Labs, Codit, Proximus Ada, and more. Nice to see you here!

United by a shared purpose, we’re building a smarter, trustful and more connected world.

That means embracing technology and celebrating change. We think possible and then make it possible. And of course, we love what we do

Sounds like your kind of place?

Your job

Within the Customer Engagement Platforms Division of Proximus (internal) IT we are creating a seperate IT domain to transform the digital customer assistant, a traditional conversational tool, into an intelligent, proactive system that delivers a true omnichannel experience. Leveraging the latest AI evolutions, this domain ‑will evolve the assistant into an agentic capability able to unlock efficiency across customer interactions by executing actions, automating complex tasks, and improving high impact processes across all channels and business lines.

As Lead of the Digital \& Agentic Assistant Department, you will drive the evolution of our assistant into a capability that seamlessly supports customer facing operations, internal teams, and ‑crossbusiness‑ processes. The role of Chapter Owner Lead is part of your responsibility. You make sure that at any moment the assistant remains a scalable and robust assistant platform and day\-to\-day deliveries are guaranteed.

On top of this core responsibility, the position also carries a forward\-looking‑ mission: defining and owning the architectural domain roadmap, ensuring coherent integration of the assistant into the Proximus application landscape, and aligning with the ambitions of all business tribes. You keep a strong pulse on broader AI evolutions and translate emerging opportunities into concrete innovation that strengthens our digital interaction capabilities.

Key Responsibilities

Leadership \& Vision

• Drive the evolution of the Digital Assistant within the IT organization, working closely with all business lines and actively contributing ideas and improvements yourself to continuously strengthen the capability.


• Own and shape the full IT strategy for the Digital Assistant, ensuring the platform is operationally efficient, scalable, futureproof and fully aligned with both the broader IT strategy and the strategic ambitions of the business.


• Consolidate and align all business needs and ideas into a coherent IT roadmap, ensuring that every implemented evolution contributes clearly to increased operational efficiency or improved customer experience.

• Lead, inspire, and develop a multidisciplinary team of IT experts within the domain


• Foster a culture of collaboration, continuous learning, and open communication.


• Act as a trusted and accessible leader with strong relational and communication skills.

• Create and own the architectural vision of the digital and agentic assistant domain from both a functional and non\-functional point of view.


• Collaborate closely with enterprise architects and engineering teams \& experts to ensure the right foundations and integration patterns.


• Keep a strong pulse on AI trends, LLM evolution, agentic workflows, and interaction architecture.

• Serve as a connector between tribes, chapters, business stakeholders, and technology teams.


• Represent the Digital \& Agentic Assistant mission in governance bodies and decision forums.


• Ensure smooth communication across the organization.

The role requires strong IT leadership with people centric management experience and has a proven track record in operational excellence, delivery management, and ‑AI driven ‑customer interaction‑ innovation.

Leadership \& People Skills

• Excellent communication skills and the ability to engage teams and stakeholders in a clear, inspiring, and structured way. Proven track record in translating ‑complex technological concepts into simple, business\-oriented insights and communicating them to different audiences within the organization.


• Proven people management experience across multi\-disciplinary teams, with the ability to develop talent, build trust, and lead teams through change. You are responsible for managing and developing the chapter owners \& team managers within your domain consultation with the chapter area lead.


• You aim to ensure performance and development of the chapters in your specialty


• Experience in technical leadership (steering developers and experts). You lead and act as a leader and expert in your speciality


• A collaborative mindset, high emotional intelligence, and strong influencing capabilities.


• Skilled and comfortable in giving and receiving feedback


• Proven skills in coaching: can coach chapter owners/team members and members in the areas of performance, standards, change and work methods


• Ability to create an atmosphere of trust and a comfortable/efficient work environment.


• Ability to resolve conflicts.


• Ability to guide, motivate and inspire members.


• Critical thinking, ability to find better ways of solving problems and designing solutions

• Solid knowledge of modern \& latest AI trends (LLMs, agentic AI, retrieval augmented‑ systems, automation patterns)


• Experience with or strong affinity for digital customer interaction architecture: conversational design, intent routing, contact centre flows, omni‑channel experiences, etc.


• Capability to make architecture roadmaps and steer agentic development.

• Proven IT Delivery Experience: Proven track record of successful delivery, turning high impact‑ opportunities into concrete implementations. Able to work pragmatically, with strong analytical and prioritization skills to ensure that evolutions are delivered efficiently and in line with budget, timing, quality and business and customer value.


• Proven Run \& Operational Excellence experience: Demonstrated experience managing IT operations, ensuring stable run activities, platform robustness, high availability, SLA performance, monitoring, and overall quality of service


• IT Management Leadership: Experience running an IT domain, including responsibility for people leadership, partner and vendor management, budget oversight, and steering delivery and integration teams.

This is a unique opportunity to actively participate in one of the most strategic capabilities within Proximus.

You will directly shape how millions of customers interact with us and how our internal teams work every day.

Your leadership will be essential to turning the digital assistant into a cornerstone of future customer experience and operational excellence.

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