We 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.We are currently looking for a passionate and enthusiastic Business Consultant to join our Team.We look for people with the right cultural fit, having what it takes to drive our business forward. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.The Business Consultant will join our customer service bot/AI agent development team for contact center environments, supporting the full lifecycle— requirements, design, development, unit & integration testing, deployment, and post‐production support. 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).You 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.Facilitate stakeholder workshops to define scope, prioritize use cases, and capture business and functional requirements for bot/AI service automation.Conduct advanced UX/CX assessments: Assess platforms (LLM/NLU/NLP), orchestration/dialog management, knowledge/RAG, analytics, and integrations (CRM, ITSM, CCaaS, telephony, channels) to surface gaps, risks, and constraints.sequence delivery into a pragmatic roadmap aligned to business outcomes.Build business cases & financial models: run scenario and sensitivity analyses.align test strategies (unit, integration, UAT) to business KPIs and success criteria.support deployments and hyper‐care to stabilize performance post‐go‐live.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.Drive 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.Advanced Consulting UX/CX Analysis~ Ability 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.
Experience 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.
What extra would be desirable:Knowledge of conversational technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix or Microsoft Bot Framework, VXM.Experience in bot projectsParticipation in bot projects (voicebots, chatbots, virtual assistants, etc.) Experience in recognition models (SST, TTS, NLU) as well as in their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer.Experience in improving UX in terms of design, development, analysis and continuous improvement of NLP associated with bots.Experience in designing, writing and improving AI prompting under different LLM models. Agentic, Google Conversational Agent with Playbooks, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI, other AI architectures or LLMs, etc.
Remote/Flexible work~ Health insurance~25 days paid holiday a year~ Strictly No Agencies;