PpAt Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals passionate about leading the CX revolution. /p pWe work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience. /p pWe are currently looking for a passionate and enthusiastic bBusiness Consultant /b to join our Team. /p pWe look for people with the right cultural fit, having what it takes to drive our business forward. People who are keen to develop new knowledge and skills are essential, as our growth ultimately depends on theirs. You will play an important role in driving change within our business, joining a department that is continually on a journey of change. /p pThe bBusiness Consultant /b will join our bcustomer service bot/AI agent /b development team for bcontact center environments /b, supporting the full lifecycle—brequirements, design, development, unit integration testing, deployment, and post‑production support /b. You will translate business goals into measurable AI/automation outcomes, own value cases and KPIs, drive adoption and change, and ensure regulatory and operational readiness across channels (voice/chat/messaging). /p h3Key Responsibilities /h3 pYou will be part of the customer service bots/AI agents business team. This team covers all phases of the project life cycle: requirements gathering, design, development, unit testing, integration testing, deployment, and post‑production support. /p ul libLead discovery requirements elicitation: /b Facilitate stakeholder workshops to define scope, prioritize use cases, and capture business and functional requirements for bot/AI service automation. /li libConduct advanced UX/CX assessments: /b Map as‑is/to‑be journeys, diagnose pain points, and identify automation opportunities; define KPIs (e.g., containment rate, FCR, CSAT/NPS, AHT, deflection, resolution time). /li libEvaluate current‑state technologies architecture: /b Assess platforms (LLM/NLU/NLP), orchestration/dialog management, knowledge/RAG, analytics, and integrations (CRM, ITSM, CCaaS, telephony, channels) to surface gaps, risks, and constraints. /li libDesign target‑state solutions roadmaps: /b Propose alternative architectures and technology options, channel strategies, and governance; sequence delivery into a pragmatic roadmap aligned to business outcomes. /li libBuild business cases financial models: /b Quantify value (cost‑to‑serve reduction, SLA improvements, revenue protection/upsell), estimate TCO, ROI, and payback; run scenario and sensitivity analyses. /li libAuthor present consulting deliverables: /b Produce executive‑ready assessment reports and transformation proposals with clear recommendations, architecture alternatives, and economic impact; deliver client presentations. /li libTranslate strategy into delivery artifacts: /b Create epics/user stories, acceptance criteria, and non‑functional requirements; align test strategies (unit, integration, UAT) to business KPIs and success criteria. /li libOversee end‑to‑end implementation: /b Coordinate across design, engineering, and QA; manage risks/dependencies; support deployments and hyper‑care to stabilize performance post‑go‑live. /li libEstablish measurement continuous optimization: /b Define analytics and monitoring (dashboards, alerts), run A/B tests and tuning cycles (intent coverage, model precision/recall), and drive iterative improvements to CX and KPIs. /li libDrive change management, compliance adoption: /b Plan communications, training, and support processes; ensure data privacy, GDPR, and responsible AI practices; embed governance for model/version control and content quality. /li /ul h3Skills, Knowledge and Expertise /h3 pWe need you to contribute: /p pbAdvanced Consulting UX/CX Analysis /b /p ul liAbility to analyse and participate in business‑oriented UX/CX consulting projects where customer bot automation services are analysed, evaluating KPIs, technologies used, architectures and technological solutions to propose improvements in use cases and disruptive business models. /li /ul pbAdvanced Consulting Proposal /b /p ul liExperience in writing and presenting consulting reports to clients that include, in addition to the analysis, a proposal for the digital transformation of their services, alternative architectures and technologies, economic factors such as potential savings and returns on investment, as well as any business recommendations that will help clients improve and evolve their customer service. /li /ul pWhat extra would be desirable: /p ul liExperience in contact centre and Meta integrations across different platforms. /li liKnowledge of conversational technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix or Microsoft Bot Framework, VXM. /li /ul pbExperience in bot projects /b /p ul liParticipation in bot projects (voicebots, chatbots, virtual assistants, etc.) involving conversational flows, open questions, automation, NLU technologies (voice recognition, classification, voice synthesis) and generative AI. /li liExperience in customer service, requirements gathering, design, validation, etc. /li /ul pbLing / NLU /b /p ul liExperience in recognition models (SST, TTS, NLU) as well as in their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer. /li liExperience in improving UX in terms of design, development, analysis and continuous improvement of NLP associated with bots. /li /ul pbGenAI /b /p ul liExperience in designing, writing and improving AI prompting under different LLM models. Knowledge of technologies based on generative AI: e.g. Agentic, Google Conversational Agent with Playbooks, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI, other AI architectures or LLMs, etc. /li /ul pThis is your chance to join a friendly and passionate team that will motivate you to learn and develop your career in the company. /p h3Benefits may include: /h3 ul liPension Scheme /li liRemote/Flexible work /li liLife insurance /li liHealth insurance /li li25 days paid holiday a year /li liLinkedIn Learning /li liPlus many more! (Benefits are dependent on your base location.) /li /ul h3The Small Print /h3 pStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK EU). Sabio Group are unable to offer sponsorship on any roles advertised. /p /p #J-18808-Ljbffr