Solutions Specialist
2 days ago
Madrid
ph3Solutions Specialist /h3 pbDepartment: /bPreSales /p pbEmployment Type: /bPermanent - Full Time /p pbLocation: /bMadrid /p pbReporting To: /bMaría Paredes Piscione /p h3Description /h3 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 organisation, 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 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 bSolutions Specialist /b to join our team. /p pWe look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. 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 bSolutions Specialist /b will support the commercial team in identifying and designing Artificial Intelligence, analytics and automation solutions that enhance Customer Experience and improve Contact Centre operations. /p pThe role will cover a broad range of AI applications across Customer Experience, with particular expertise in Speech and Interaction Analytics, Quality Management, Performance Management and Desktop and Process Analytics (DPA). The specialist will translate customer needs and operational challenges into technically feasible, commercially compelling and value-driven solutions. /p pThe role will also progressively develop expertise in adjacent areas such as Workforce Management and broader AI-enabled Contact Centre optimisation. /p h3Key Responsibilities /h3 ul liIdentify customer business and operational needs and translate them into appropriate technical and functional solutions. /li liDesign solutions that use AI and advanced analytics to analyse customer interactions across voice and digital channels. /li liAdvise customers on AI-powered voice and digital agents, Speech and Interaction Analytics, Automated Quality Management, Performance Management, DPA, operational intelligence and workforce optimisation. /li liIdentify opportunities to improve quality, compliance, employee performance, productivity and Customer Experience through analytics, AI and automation. /li liSupport the commercial team throughout the sales cycle, from initial discovery and qualification through to solution design, proposal development and customer presentation. /li liLead discovery sessions and workshops with Contact Centre, Customer Service, Quality, Operations, Performance, Workforce Planning and IT stakeholders. /li liPrepare and deliver customer presentations, demonstrations, workshops and proofs of concept. /li liAnalyse customer interactions, operational processes, employee desktop activity and available data to identify automation, optimisation and efficiency opportunities. /liliDefine solution scope, functional requirements, high-level architecture, integrations, assumptions, dependencies and delivery considerations. /li liDefine the expected business outcomes and KPIs of proposed solutions, including quality coverage, compliance, customer satisfaction, handling time, process adherence, employee performance, productivity and cost reduction. /li liWork closely with Sales, Product, Delivery and Operations teams to ensure that proposed solutions are feasible, scalable and aligned with customer expectations. /li liPrepare competitive, differentiated and commercially sustainable proposals tailored to customer requirements. /li liEvaluate competing platforms and market offerings to identify their strengths, limitations and differentiation opportunities. /li liMaintain up-to-date knowledge of AI, analytics, quality, performance and workforce optimisation technologies applicable to Customer Experience and Contact Centre environments. /li liContribute existing expertise while continuously developing knowledge of new AI applications and adjacent Contact Centre capabilities. /li /ul h3Skills Knowledge and Expertise /h3 h3Required /h3 ul liAt least 10 years of experience in Contact Centre technology and Customer Experience, including consulting, solution design, implementation, functional analysis or presales responsibilities. /li liProven experience with Contact Centre analytics, quality, performance or workforce optimisation solutions, using platforms such as Verint, Genesys, NICE, Calabrio or equivalent technologies. /li liStrong practical experience in one or more of the following areas:ul liSpeech and Interaction Analytics. /li liQuality Management and automated evaluation. /li liPerformance Management and operational analytics. /li liDesktop and Process Analytics. /li /ul /li liGood understanding of Contact Centre operations, processes, data and performance metrics. /li liAbility to gather and analyse business, operational, functional and technical requirements. /li liAbility to translate Contact Centre challenges into solution capabilities, measurable outcomes and business value. /li liAbility to communicate technical and analytical concepts clearly to both business and technical stakeholders. /li liStrong customer-facing, presentation and communication skills. /li liAnalytical thinking, customer orientation and results focus. /li liAbility to collaborate effectively with commercial, technical, product, delivery and operational teams. /li liCuriosity and willingness to learn how Artificial Intelligence can be applied across Contact Centre operations and the wider Customer Experience. /li liInterest in developing knowledge of adjacent areas, including Workforce Management, forecasting and AI-enabled operational optimisation. /li liProfessional working proficiency in English and Spanish. /li liUniversity degree, preferably in Telecommunications, Computer Science, Engineering or a related discipline. Equivalent professional experience will also be considered. /li /ul h3Highly desirable /h3 ul liPrevious experience in a presales, consulting or solution design role within the Contact Centre or Customer Experience sector. /li liDeep understanding of Customer Service operations, particularly interaction analysis, quality processes, performance management, compliance and productivity. /li liExperience working directly with Contact Centre Operations, Quality, Performance or Planning teams. /li liKnowledge of Workforce Management concepts, including forecasting, capacity planning, scheduling and service levels. /li liExperience defining business cases, expected outcomes and KPIs for analytics, quality, performance, automation or AI initiatives. /li liKnowledge of CCaaS and Contact Centre platforms such as Genesys Cloud, Avaya, NICE CXone, Amazon Connect, Twilio or similar. /li liUnderstanding of how Interaction Analytics, Quality Management, DPA and Performance Management solutions integrate with CRM, CCaaS, AI, data and Business Intelligence environments. /li liExperience delivering customer demonstrations, workshops or proofs of concept. /li liRelevant certifications in Verint, Genesys, Calabrio, NICE or other Contact Centre technologies. /li /ul h3Benefits /h3 pThis is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company. /p pBenefits may include: /p ul liPension Scheme /li liRemote/Flexible work /li liLife insurance /li liPrivate health /li liPlus many more! (Benefits are dependant 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