Careers

Sabio Group

CoE Specialist Architect for WFO Analytics and QM

The CoE Lead Specialist Architect (SpA) for WFO Analytics and QM is empowered & focused on bringing the best of Sabio CX to clients & prospects throughout the pre-sales engagement internationally. The SpA, within the CoE, collaborates with all stakehold-ers, across a matrix operating model, in order to drive our multi-vendor strategy & portfo-lio across the regions; supporting best in class discovery, demos, designs & compelling vi-sions.  
 
The CoE SpA for Analytics and QM will help to deliver compelling client engagements and advanced service offerings by collaborating across Commercial, Product & IP, Profession-al & Managed Services to achieve annuity, & retention growth targets.  

Considered a deep subject matter expert in WFO Analytics and QM, the CoE SpA will aid driving innovative Digital CX Transformation focused across Sabio’s Digital, Solutions & In-sight propositions – with a focus on WFO Analytics and QM opportunities. The CoE SpA will empower regional presales consultants and architects with our deep technology experience & expertise, best practice, competitive knowledge, design patterns, demo environments, and domain insights that deliver sustainable long term business value.  

Recognised within Sabio as the WFO Analytics "Hyper Specialist", the CoE SpA works with our clients as Domain Trusted Advisors on a joint journey of success. 

The Coe SpA role is multi-vendor.

Key Responsibilities

You will report directly to the Global VP of Pre-Sales and Head of Centre of Excellence, working alongside regional Pre-sales, Professional Services (PS), Managed Services (MS) and Product Teams.
  • Providing client and prospect feedback to the Product Group to help evolve and re-fine active WFO Analytics, QM, Coaching Performance Management and Recording propositions.
  • Own the presales best practice for WFO Analytics, QM, Coaching, Performance Man-agement and Recording propositions, and communicate clearly. 
  • Support training of the regional Pre-sales teams.
  • Create vertical best practice demonstrations and continue to improve. 
  • Simplify vendor technology and features into use cases for the commercial teams. 
  • Provide governance for the approved portfolio, ensuring any deviation is captured and reviewed. 
  • Support any Product Group proposition announcements or roadmap changes relating to WFO Analytics, QM, Coaching, Performance Management and Recording.
  • Ensure propositions solve customer challenges and leverage differentiated capabili-ties both from vendors and internal Sabio Product IP – provide feedback to the Product Group on roadmap considerations for active WFO and WEM propositions
  • Identification of gaps in the market that Sabio could expose and drive opportunity through new propositions, working with the Product Group as part of the Product Lifecycle Management process 
  • Assist the Product group in identifying propositions to take to market and collaborate with the Product Group to formulise the approach.
  • Ensure Regional Presales enablement to position, design, scope and price approved WFO Analytics and QM propositions.
  • Sales enablement to help pitch, position and qualify to Clients and Prospects.
  • Support marketing and advertising through webinars and other events. 
  • Support agile approaches for delivery, support and agile development.
  • Support commercial viability such as Return on Investment and impact on budgets .
  • Work alongside the Commercial Vendor Management and Product Propositions Owners.
  • Regularly assess financial and strategic performance of propositions in line with Sabio targets and feedback to the Commercial Vendor Management and Proposition Owners. 
  • Track key deal wins (especially for newly introduced propositions) to ensure they are on track and that we can learn and reiterate.

Skills Knowledge and Expertise

  • Delivery of operational consultancy
  • Advise on Analytics best practice methodologies and strategies
  • Expertise with WFO analytics and QM solutions
  • Experience working with customers to unlock the data contained in recorded interactions.
  • Using data analytics for deep dives into problems, engineering solutions to known and unknown issues based on the data analysis
  • Experience working with customers to support their quality and regulatory processes through effective use of QM technologies.
  • Supporting Quality and Performance management using speech categories and Automated Quality Monitoring.
  • Helping customers understand the value of mining recorded interactions to support business change to increase revenues, reduce costs and improve customer sentiment.
  • Actively seeks constructive feedback to help grow and improve 
  • Proficient in understanding commercial models, commercial modelling and ROI 
  • Articulate written and verbal communications 
  • The ability to collaborate across teams and matrix management operating models 
  • Able to understand and identify your customer, both externally and internally 
  • An understanding of product and proposition management 
  • Analytical ability to identify golden threads both commercially and in messaging 
  • Capable of planning ahead, focused on the future rather than the now 
  • Ability to lead and participate in group meetings 

Experience

  • You will be a proven expert in WFO Analytics and QM
  • Strong background in providing operational consultancy and advising on planning best practice.
  • Have strong previous experience of leading or at least contributing to the crafting and maintaining of propositions.
  • Clearly proven commercial acumen 
  • Fully proficient in the use of standard office tools such as meetings, conferencing, Word, Excel, PowerPoint 
  • Ability to adapt to working with collaboration tools such as TEAMS and Trello. 
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. 
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Department
PreSales
Employment Type
Full Time
Location
London

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
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