Genesys Engage Engineer

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do. 


We are currently looking for a passionate and enthusiastic Genesys Engage Engineer to join our Madrid 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.


Key Responsibilities

The candidate will be integrated in a high skilled team that deploys and maintains Genesys IVR’s, reporting, and multi-channel solutions, as well as Call Recording, Workforce Management Solutions, and CRM systems from other leading software manufacturers.

The Job

Work with the team to design and build: 
  • Genesys automate service, reporting, and multi-channel solutions 
  • Integrate with Call Recording, Workforce Management Solutions and CRM systems from other leading software manufacturers. 

Skills Knowledge and Expertise

  • Education: bachelor's degree in information technology, telecom, math, or a related major. 
  • 2+ Years’ experience with Genesys Engage product 
  • Experience as a voice network engineer designing and deploying contact center solutions. 
  • Be able to reverse engineer existing solutions to construct new platforms based on Genesys technology. 
  • Being able to translate customer requirements into sound designs and efficient implementations. 
  • Good communication skills. 
  • Analytical, organisational and problem- solving skills.  
  • A good level of written and spoken English. 
     
Bonus skills 
  • Integration with Customer Information Systems using web services, REST APIs. 

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. 

Apply now
Apply now
Department
Delivery
Employment Type
Full Time
Location
Madrid
Reporting to
Head of PS Spain
View all opportunities

Genesys Solutions Consultant

As customers ourselves we know how frustrating a poor customer experience can be. At Sabio we believe that exceptional customer experience offers a better way to live life. We exist to make customer experience brilliant for our clients and their customers.
 
Our people and expertise enable our clients to harness the latest technology, knowledge and information to improve every customer interaction.
 
Sabio’s deep expertise in customer experience solutions enable us to offer practical advice and guidance, design & implementation consultancy and ongoing optimisation & success management ensuring clients maximise the value they obtain from their technology investments, making us a unique strategic partner for organisations with a high volume of consumer interaction.
 
We specialise in cloud transition and the application of cutting-edge CRM, automation and contact centre technologies to create value for our clients. We have specific expertise in technology portfolios from; Genesys, Verint, Avaya, Nuance (Microsoft), Google (CCAI), Salesforce and Twilio.

Key Responsibilities

Solutions Group – Solutions Consultants are recognized as authorities - they have extensive practical experience gained from working as a practitioner in the specific field – fundamentally they are a domain expert in their respective area or areas.

They will come from a related hands-on role and will have multiple years of experience and knowledge in their respective field. Peers inside and outside the organisation would recognise them as a domain expert and often they will be undertaking this role informally and acting as a mentor or sounding board for their colleagues.

Passion about their role is a key quality – it is important that the individual is motivated by their technical achievements, knowledge of technology and how it is applied to their customers and how it affects the stakeholders involved in using it.

The role holder must be capable of strategic thinking and planning both for their respective field but also capable of looking at the bigger picture in which their technology / solution area operates allowing them to appreciate and critically review the overall solution. 

They will understand the role of marketers, sales, pre-sales, partner, solution architect, professional services, managed services – and be able to work closely with these roles in their field as the situation requires. This role is not directly financial or project management focused however an awareness of cost, scope, risk and timescales is a critical facet is important to successful execution of this role.

The high-level objectives for this role are to:
  • Demonstrate how Sabio creates value for Prospects, Customers and Partners.
  • Increase the “win rate” when Sabio is in competitive situations.
  • Drive increased business volume for the specific function / team you are in.
  • Support the Regional Pre-Sales and Sales teams in acquisition of new customers and development of existing customers.
  • Collaborate in the creation and definition of use cases for the impactful customer and user journey demos.
  • Ensure Sabio’s Propositions / Market offers are fresh, relevant and interesting to customers.
  • Remain an expert in their domain specific area (e.g. technology / product).
  • Deliver billable consulting expertise to clients when relevant.
  • Act as an interlock for the other business units in their respective field.
  • Support and drive the definition and documentation of best practice for your domain specific area(s).
  • Motivate and excite others in relation to their domain specific area(s).
  • Define Continuous Service Improvements to reduce / prevent the business from making the same mistakes.
  • Drive, develop and enhance Partner relations relating to their specific vendor or technology areas
These responsibilities will typically be achieved by a mixture of:
  • Spending time with Customers and Pre-Sales / Sales teams
  • Sales and pre-sales enablement to help pitch, position and qualify to Customers and Prospects
  • Creation and sharing of best practice content, collateral (inc. use cases) and demos
  • Providing governance for the approved portfolio, ensuring any deviation is captured and reviewed
  • Supporting marketing and advertising through webinars and other events. 
  • Regular, concise and clear communication to the entire business
  • Training and development of the regional Pre-Sales (and Sales) teams
  • Regularly assessing financial and strategic performance of propositions in line with Sabio targets
  • Tracking key deal wins (especially for newly introduced propositions) to ensure they are on track and that we can learn and reiterate
  • Include collaboration when required for the creation of Sabio Enhancement IP

Given the matrix mature of this role you may have a specific additional focus area to help drive common capability across adjacent functions and “Go To Market” as a whole, for example:

Demo – Organising, defining, coordinating and producing demos for internal business areas and customers
Automation – Driving forwards the automation of the “Go To Market” business processes, propositions and data set to increase efficiency and reduce effort.

Examples of interlocks with other teams are listed below (not all of these may apply):
  • Commercial (Sales) – Win themes, Domain specific evangelism, requirements discovery, customer relationship building
  • Regional Pre-Sales – Working as part of an extended team on key or large bids, augmenting and support regional pre-sales where knowledge in the regional teams is limited, developing new business areas in a region before upskilling the regional team, regular market and positioning updates, creation of complex demos
  • Marketing – Communicating Sabio proposition to the market, thought leadership content related to domain knowledge, Sabio differentiation and competitive understanding
  • Product Development – Information on market trends and customer needs 
  • Professional Services – Creating propositions / market offerings based on latest approaches to delivery and implementation
  • Managed Services – Creating propositions / market offerings based on latest approaches to support and managed services

Communication skills are important among peers in both internal and external (customer / partner teams) – oral and written communication should be strong with the ability to deliver complicated technology related messages to mixed (technical / business) audience in a clear and concise manner.

This role may deliver both customer billable and non-billable work, there are no set ratios but where there is customer demand to leverage the skills and knowledge and it makes commercial sense billable work may be involved. The primary type of billable work is likely to be high value consultancy where the customer needs strategic or product specific advice and the holder of this role is the best placed person in the business to help the customer. 

Skills Knowledge and Expertise

The skills required for this role will be mostly related to Genesys Technologies, specifically Genesys Cloud, but any other knowledge about other CX-related technologies like CRMs, QMS, DMS will be highly appreciated.

General knowledge of the wider technology in the Sabio business is important e.g. Twilio, Genesys, Avaya, Salesforce, AI.
 
Experience and involvement across the entire prospect / customer lifecycle would be useful i.e. procurement through support.

This role is ideally based in Spain and therefore strong Spanish language skills are preferred in an applicant. English language fluency is a must for this role.

Measurement
Success in this role may be measured by one or more domain / proposition specific criteria as well as being aligned with the Sabio Value Scorecard.

Apply now
Apply now
Department
PreSales
Employment Type
Full Time
Location
Madrid
Reporting to
Guillaume Faure
View all opportunities

IVR Specialist

Sabio is a Global company and the leading independent UK Contact Centre solution supplier.  We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.

We are currently looking for a passionate and enthusiastic IVR Specialist to join our Madrid 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 Job

The selected person will participate in a team responsible for the migration of our client's IVRs from a Genesys Engage-based platform to a Genesys Cloud-based platform.

Key Responsibilities:
  • Migrate IVR voice streams from Genesys Engage to Genesys Cloud
  • Analyze Genesys Engage IVRs using VXML
  • Create new IVR flows using Architect (G. Cloud)

You

  • Previous experience working with IVRs on GVP (G. Engage)
  • Previous experience creating IVR flows on Architect (G. Cloud)
  • In depth knowledge of VXML
  • Overall knowledge of Contact Center technological environments
  • Good English skills

Our offer to you

Benefits 
Our Workplace! Going to work will feel like coming home. We make work fun.  
 
And if you have an appetite to learn new things, like we do, we offer our innovative career plan, through a continuous training program to keep you at pace with the most advanced products and technology.

In addition, Sabio Group offers social benefits such as Meal Vouchers, Medical Insurance, Pension Plan and Life Insurance. 
 
And Salary?... yes, that too! 
 
About us 
 
Sabio is the leading independent European Customer Experience company, with the most innovative end-to-end approach to the digital transformation of customer service interactions, processes and operations. 
 
We work with our clients to deliver exceptional customer experience through innovative technology solutions and a team of customer service process specialists in a fast, cost-effective, efficient and creative way from a triple customer, employee and business perspective. 
 
We have more than 500 clients worldwide, 13 offices, a team of more than 1,000 professionals - 300 of them in Spain - helping important organizations in their innovation and digital transformation processes to improve the Customer Experience. 
 
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. 
Apply now
Apply now
Department
Delivery
Employment Type
Full Time
Location
Madrid
View all opportunities

Investment in Generative AI, Automation & Advanced Analytics is Key to Business Survival in 2024

Investment in Artificial Intelligence, automation and advanced analytics are emerging as crucial factors for business survival. 

This was the key takeaway from Sabio Group’s annual Spanish Disrupt event in Madrid recently, which is dedicated to the latest developments in digital transformation in Customer and Employee Experience. 

The Forum | Customer Strategy & Planning Conference 2024

Location: Mercure Manchester Piccadilly Hotel, Portland Street Manchester M1 4PH

Tailored to spotlight industry trends and thought leadership, it goes beyond traditional conferences. Expect a blend of insightful discussions on hot topics and hands-on workshops geared towards personal growth and skill enhancement.

Come and visit the Sabio team on our booth and listen to the team’s Forum Focus session at 2:30pm.

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