Mercier Consultancy is seeking a proactive and customer-oriented Flemish Help-Desk Specialist to support a leading Dutch Digital Solutions Provider. Join us in Bulgaria for an exciting hybrid role where you'll partner with a dynamic, innovative team to support clients by addressing their technical and digital solution needs. In this position, you will be the first point of contact for Flemish-speaking customers, troubleshooting issues, providing timely solutions, and ensuring a smooth user experience. Your technical aptitude combined with excellent communication skills will be key to resolving customer concerns efficiently and effectively. Responsibilities - Provide first-level support to Flemish-speaking clients regarding digital products and services - Diagnose and troubleshoot technical issues promptly and accurately - Document and escalate complex problems to relevant internal teams as needed - Assist customers through phone, email, and chat communication channels - Maintain clear and detailed records of customer interactions and resolutions - Collaborate with cross-functional teams to improve product usability and customer satisfaction - Stay updated on product developments and industry trends to deliver knowledgeable support

Mercier Consultancy is seeking a proactive and customer-oriented Flemish Help-Desk Specialist to support a leading Dutch Digital Solutions Provider. Join us in Bulgaria for an exciting hybrid role where you'll partner with a dynamic, innovative team to support clients by addressing their technical and digital solution needs. In this position, you will be the first point of contact for Flemish-speaking customers, troubleshooting issues, providing timely solutions, and ensuring a smooth user experience. Your technical aptitude combined with excellent communication skills will be key to resolving customer concerns efficiently and effectively. Responsibilities - Provide first-level support to Flemish-speaking clients regarding digital products and services - Diagnose and troubleshoot technical issues promptly and accurately - Document and escalate complex problems to relevant internal teams as needed - Assist customers through phone, email, and chat communication channels - Maintain clear and detailed records of customer interactions and resolutions - Collaborate with cross-functional teams to improve product usability and customer satisfaction - Stay updated on product developments and industry trends to deliver knowledgeable support

• Serves as a technical expert for the pharmacy enterprise • Maintains an understanding of short and long-term strategy for the organization and pharmacy enterprise • Provides expert advice on solutions and industry standards to meet the business needs of the organization • Stays up to date on industry best practices • Uses clinical and technical expertise to understand, modify and apply knowledge to solutions and processes internally • Ensures technology solutions adhere to local, state, and national regulations, organizational policies, accreditation requirements, and recognized medication safety standards • Develop and maintain relationships with team members at all levels of the organization, including executives • Expert at facilitation, preparing materials to support collaborative discussion, and driving groups to consensus • Prepares documents, diagrams, models, and other artifacts as required to communicate solution design, rollout strategy, and business needs and expected customer impact for solution selection and handoff to the implementation team • Understands project lifecycle, post go live support requirements, and downtime and disaster recovery • Promotes adherence to Architectural standards and develops documentation of standards or guidelines for our organization • Actively contributes to internal repository to promote knowledge transfer • Promotes collaboration and establishes clear expectations around timelines and delivery • Supports other architects by participating/coordinating in architecture reviews and architecture assurance boards • Collaborates with all teams as required (e.g. Infrastructure, DBA, Network, HL7 Messaging, etc) • Reviews business and technical requirements to develop and maintain solution designs throughout the project lifecycle • Provide technical design direction and solutions for architectural and functional requirements so software is written or purchased with consistent forethought and support of enterprise standards • Evaluate the maturity and appropriateness of existing application portfolio, gauge viability against industry best practices and alignment with strategic business goals and requirements and recommend future state portfolio and roadmap • Serve as an expert and mentor for team members • Peer review design deliverables for quality, consistency, thoroughness, and application of lessons learned from past reviews • Ensures solution designs adhere to cybersecurity best practices • Assists with budget preparation and cost analysis for designed solutions • Serve as a project manager for pharmacy technology solutions and advise or collaborate with leadership on successful change management

• Design and implement agentic AI systems that enable autonomous decision-making, workflow orchestration, and mission process optimization—with appropriate guardrails and human oversight. • Develop Generative AI applications for summarization, extraction, predictive insights, and conversational interfaces. • Build and maintain scalable data pipelines integrating structured + unstructured data to support analytics and AI workloads. • Apply advanced statistical and machine learning techniques to decision support and policy/program evaluation. • Lead AI initiatives spanning: Retrieval-Augmented Generation (RAG) and evaluation Re-ranking strategies and retrieval quality optimization Prompt engineering, safety patterns, and defensive design Knowledge graph integration and graph-enhanced retrieval AI chatbots and conversational agents Fine-tune embeddings and LLMs (when appropriate) to improve domain performance, accuracy, robustness, and retrieval quality. • Build entity graphs using entity resolution (matching, deduplication, linking, relationship discovery) to enable graph analytics and enhanced retrieval. • Collaborate across engineering, security, and stakeholders to prototype rapidly, iterate responsibly, and deliver mission-ready outcomes. • Lead deployment in AWS-first cloud environments, leveraging Infrastructure-as-Code, DevOps/DevSecOps, and operational excellence patterns. • You will own and drive the technical foundation and delivery rigor for mission AI solutions: End-to-end solution architecture: system boundaries, trust zones, data flows, integrations/APIs, security controls, observability, and cost models. • Tooling and platform selection: LLMs, embeddings, vector stores, orchestration frameworks, graph technologies, data platforms—documenting tradeoffs and decisions. • Engineering and delivery standards: secure SDLC, CI/CD quality gates, automated testing, code review practices, evaluation harnesses, and production readiness checklists. • Hands-on technical leadership: prototypes, reference implementations, PR reviews, mentoring, and architecture governance to ensure delivery quality.