Business Consultant

Madrid - Spain

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

At Sabio Group were dedicated to fostering an environment where employees thrive. Since 1998 weve 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. Were seeking creative resourceful people to join our fast-growing organisation where youll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the worlds largest organisations across various industries delivering exceptional digital customer experiences through our unique blend of expertise technology and insight. As one of Europes fastest-growing providers of CX transformation solutions were 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. 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 Business Consultant will join our customer service bot/AI agent development team for contact center environments supporting the full lifecyclerequirements design development unit & integration testing deployment and postproduction 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).

Key Responsibilities

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.

Lead discovery & requirements elicitation: 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: 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).
Evaluate 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.
Design target-state solutions & roadmaps: Propose alternative architectures and technology options channel strategies and governance; sequence delivery into a pragmatic roadmap aligned to business outcomes.
Build 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.
Author & present consulting deliverables: Produce executive-ready assessment reports and transformation proposals with clear recommendations architecture alternatives and economic impact; deliver client presentations.
Translate 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.
Oversee end-to-end implementation: Coordinate across design engineering and QA; manage risks/dependencies; support deployments and hypercare to stabilize performance post go-live.
Establish 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.
Drive change management compliance & adoption: Plan comms training and support processes; ensure data privacy GDPR and responsible AI practices; embed governance for model/version control and content quality.

Skills Knowledge and Expertise

We need you to contribute:

Advanced Consulting UX/CX Analysis

Ability 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.

Advanced Consulting Proposal

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:

Bot architecture

Experience in contact centre and Meta integrations across different platforms.
Knowledge of conversational technologies such as DialogFlow Genesys Dialog Engine Nuance Mix or Microsoft Bot Framework VXM.

Experience in bot projects

Participation in bot projects (voicebots chatbots virtual assistants etc.) involving conversational flows open questions automation NLU technologies (voice recognition classification voice synthesis) and generative AI.
Experience in customer service requirements gathering design validation etc

Ling / NLU

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.

GenAI:

Experience 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.

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
Health insurance
25 days paid holiday a year
LinkedIn Learning
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.

Required Experience:

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