The Role
Design and propose AI, analytics and automation solutions for contact centres. Lead discovery workshops, translate operational needs into technical solutions, define scope, KPIs and business outcomes, support sales through proposals and proofs of concept, and collaborate with product, delivery and ops teams to ensure scalable delivery and customer alignment.
Summary Generated by Built In
At 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.
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 Solutions Specialist to join our team.
We 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.
The Solutions Specialist will support the commercial team in identifying and designing Artificial Intelligence, analytics and automation solutions that enhance Customer Experience and improve Contact Centre operations.
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 Solutions Specialist to join our team.
We 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.
The Solutions Specialist will support the commercial team in identifying and designing Artificial Intelligence, analytics and automation solutions that enhance Customer Experience and improve Contact Centre operations.
The 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.
The role will also progressively develop expertise in adjacent areas such as Workforce Management and broader AI-enabled Contact Centre optimisation.
Key Responsibilities
- Identify customer business and operational needs and translate them into appropriate technical and functional solutions.
- Design solutions that use AI and advanced analytics to analyse customer interactions across voice and digital channels.
- Advise customers on AI-powered voice and digital agents, Speech and Interaction Analytics, Automated Quality Management, Performance Management, DPA, operational intelligence and workforce optimisation.
- Identify opportunities to improve quality, compliance, employee performance, productivity and Customer Experience through analytics, AI and automation.
- Support the commercial team throughout the sales cycle, from initial discovery and qualification through to solution design, proposal development and customer presentation.
- Lead discovery sessions and workshops with Contact Centre, Customer Service, Quality, Operations, Performance, Workforce Planning and IT stakeholders.
- Prepare and deliver customer presentations, demonstrations, workshops and proofs of concept.
- Analyse customer interactions, operational processes, employee desktop activity and available data to identify automation, optimisation and efficiency opportunities.
- Define solution scope, functional requirements, high-level architecture, integrations, assumptions, dependencies and delivery considerations.
- Define 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.
- Work closely with Sales, Product, Delivery and Operations teams to ensure that proposed solutions are feasible, scalable and aligned with customer expectations.
- Prepare competitive, differentiated and commercially sustainable proposals tailored to customer requirements.
- Evaluate competing platforms and market offerings to identify their strengths, limitations and differentiation opportunities.
- Maintain up-to-date knowledge of AI, analytics, quality, performance and workforce optimisation technologies applicable to Customer Experience and Contact Centre environments.
- Contribute existing expertise while continuously developing knowledge of new AI applications and adjacent Contact Centre capabilities.
Skills Knowledge and Expertise
Required
- At least 10 years of experience in Contact Centre technology and Customer Experience, including consulting, solution design, implementation, functional analysis or presales responsibilities.
- Proven experience with Contact Centre analytics, quality, performance or workforce optimisation solutions, using platforms such as Verint, Genesys, NICE, Calabrio or equivalent technologies.
- Strong practical experience in one or more of the following areas:
- Speech and Interaction Analytics.
- Quality Management and automated evaluation.
- Performance Management and operational analytics.
- Desktop and Process Analytics.
- Good understanding of Contact Centre operations, processes, data and performance metrics.
- Ability to gather and analyse business, operational, functional and technical requirements.
- Ability to translate Contact Centre challenges into solution capabilities, measurable outcomes and business value.
- Ability to communicate technical and analytical concepts clearly to both business and technical stakeholders.
- Strong customer-facing, presentation and communication skills.
- Analytical thinking, customer orientation and results focus.
- Ability to collaborate effectively with commercial, technical, product, delivery and operational teams.
- Curiosity and willingness to learn how Artificial Intelligence can be applied across Contact Centre operations and the wider Customer Experience.
- Interest in developing knowledge of adjacent areas, including Workforce Management, forecasting and AI-enabled operational optimisation.
- Professional working proficiency in English and Spanish.
- University degree, preferably in Telecommunications, Computer Science, Engineering or a related discipline. Equivalent professional experience will also be considered.
Highly desirable
- Previous experience in a presales, consulting or solution design role within the Contact Centre or Customer Experience sector.
- Deep understanding of Customer Service operations, particularly interaction analysis, quality processes, performance management, compliance and productivity.
- Experience working directly with Contact Centre Operations, Quality, Performance or Planning teams.
- Knowledge of Workforce Management concepts, including forecasting, capacity planning, scheduling and service levels.
- Experience defining business cases, expected outcomes and KPIs for analytics, quality, performance, automation or AI initiatives.
- Knowledge of CCaaS and Contact Centre platforms such as Genesys Cloud, Avaya, NICE CXone, Amazon Connect, Twilio or similar.
- Understanding of how Interaction Analytics, Quality Management, DPA and Performance Management solutions integrate with CRM, CCaaS, AI, data and Business Intelligence environments.
- Experience delivering customer demonstrations, workshops or proofs of concept.
- Relevant certifications in Verint, Genesys, Calabrio, NICE or other Contact Centre technologies.
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly 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.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly 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.
About
THE DIGITAL CX TRANSFORMATION COMPANYWhy Sabio? We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.At Sabio, we are devoted to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We are committed to being an equal opportunity employer that not only values but celebrates diversity and inclusion. We firmly stand against discrimination based on factors such as race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, and disability status. If you need accommodations, additional support and/or have any specific requirements, we invite you to reach out to our talent team directly: [email protected]
Skills Required
- At least 10 years of experience in Contact Centre technology and Customer Experience (consulting, solution design, implementation, functional analysis or presales).
- Proven experience with Contact Centre analytics, quality, performance or workforce optimisation platforms such as Verint, Genesys, NICE, Calabrio or equivalent technologies.
- Practical experience in Speech and Interaction Analytics.
- Practical experience in Quality Management and automated evaluation.
- Practical experience in Performance Management and operational analytics.
- Practical experience in Desktop and Process Analytics (DPA).
- Good understanding of Contact Centre operations, processes, data and performance metrics.
- Ability to gather and analyse business, operational, functional and technical requirements.
- Ability to translate Contact Centre challenges into solution capabilities, measurable outcomes and business value.
- Ability to communicate technical and analytical concepts clearly to both business and technical stakeholders; strong customer-facing, presentation and communication skills.
- Analytical thinking, customer orientation and results focus.
- Ability to collaborate effectively with commercial, technical, product, delivery and operational teams.
- Curiosity and willingness to learn how Artificial Intelligence can be applied across Contact Centre operations and wider Customer Experience.
- Interest in developing knowledge of adjacent areas, including Workforce Management, forecasting and AI-enabled operational optimisation.
- Professional working proficiency in English and Spanish.
- University degree (preferably Telecommunications, Computer Science, Engineering) or equivalent professional experience.
- Previous presales, consulting or solution design experience within Contact Centre or Customer Experience sector.
- Knowledge of CCaaS and Contact Centre platforms such as Genesys Cloud, Avaya, NICE CXone, Amazon Connect, Twilio or similar.
- Experience defining business cases, expected outcomes and KPIs for analytics, quality, performance, automation or AI initiatives.
- Experience delivering customer demonstrations, workshops or proofs of concept.
- Relevant certifications in Verint, Genesys, Calabrio, NICE or other Contact Centre technologies.
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The Company
What We Do
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences. Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
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