PpJoin to apply for the bBusiness Consultant /b role at bSabio /b. /p pAt 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 who are passionate about leading the CX revolution. We’re seeking creative, resourceful people to join our fast‑growing organization, where you’ll have the opportunity to develop your skills and contribute to a culture of continuous learning. /p pWe work with some of the world’s largest organizations 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 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 ul liLead discovery requirements elicitation: Facilitate stakeholder workshops to define scope, prioritize use cases, and capture business and functional requirements for bot/AI service automation. /li liConduct advanced UX/CX assessments: 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 liEvaluate current‑state technologies architecture: 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 liDesign target‑state solutions roadmaps: Propose alternative architectures and technology options, channel strategies, and governance; sequence delivery into a pragmatic roadmap aligned to business outcomes. /li liBuild business cases financial models: Quantify value (cost‑to‑serve reduction, SLA improvements, revenue protection/upsell), estimate TCO, ROI, and payback; run scenario and sensitivity analyses. /li liAuthor present consulting deliverables: Produce executive‑ready assessment reports and transformation proposals with clear recommendations, architecture alternatives, and economic impact; deliver client presentations. /li liTranslate strategy into delivery artifacts: Create epics/user stories, acceptance criteria, and non‑functional requirements; align test strategies (unit, integration, UAT) to business KPIs and success criteria. /li liOversee end‑to‑end implementation: Coordinate across design, engineering, and QA; manage risks/dependencies; support deployments and hyper‑care to stabilize performance post go‑live. /li liEstablish measurement continuous optimization: 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 liDrive change management, compliance adoption: 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 h3Advanced Consulting UX/CX Analysis /h3 pAbility to analyse and participate in business‑oriented UX/CX consulting projects where customer bot automation services have been analysed, evaluating their KPIs, technologies used, architectures and technological solutions, in order to propose improvements in use cases and disruptive business models based on business models built for each case. /p h3Advanced Consulting Proposal /h3 pExperience 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. /p h3Desirable Experience /h3 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 h3Experience in Bot Projects /h3 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 h3Ling / NLU /h3 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 h3GenAI /h3 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 h3Seniority Level /h3 pMid‑Senior level /p h3Employment Type /h3 pFull‑time /p h3Job Function /h3 pSales and Information Technology /p pIndustry Categories: IT Services and IT Consulting; Business Consulting and Services /p /p #J-18808-Ljbffr