Careers

Sabio Group

Implementation Specialist - WFO

Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.

We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.

Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.

We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.

At the Sabio Group we are looking for an exceptionally driven and experienced Implementation specialist - WFO

Role Purpose:
  • To undertake advanced technical implementations ensuring Sabio customers are able to exploit Sabio delivered technologies.  This may take the form of a stand-alone or integrated engagement covering the following types of activities:
  • Best practice technical and operation design, implementation and configuration.
  • Technical design documentation authoring.
  • Solution testing to include technical system testing, integration / E2E Testing and UAT support.
  • Analysis and benchmarking of solution performance.
  • Customer technical training and knowledge transfer sessions.
  • Prestaging and Lab build implementations.
The successful applicant will be responsible for ensuring the effectiveness of Sabio solution deployments, providing technical consulting and best practice recommendations.
Many of the deliverables in this role will take place at customer sites (both domestic and international) and may take place outside of standard office hours. Therefore, a willingness to travel and an acceptance of occasional out of hours/ weekend work is essential.

Key Responsibilities

  • End to end Technical design of Sabio WFO delivery projects including Technical Workshop delivery, technical requirements capture, authoring and coordination of customer sign-off of design specification documentation.. 
  • Solution installation and configuration in line with completed Solution design documentation, this may be based on your own design or as a result of a handover from a colleague’s design phase. 
  • Execution of a comprehensive suite of system / integration and E2E testing to ensure technical adherence of the system to design.   
  • Supporting the customer either remotely or onsite during the User Acceptance Testing phase of the project.  Providing technical advice, knowledge transfer and implementing technical fixes or workarounds to raised UAT defects. 
  • Delivery of technical customer training sessions on the Sabio WFO solution, this may be in the form of classroom based training, knowledge transfer for small groups or simply responding to technical queries raised from Sabio CBT sessions. 
  • Supporting the customer either remotely or onsite during the project go live phase.  Ensuring a smooth and issue free introduction to the customer’s live use of their new Sabio WFO solution. 
  • Out with the standard project delivery items above there are a number of activities that the successful candidate may be involved in dependent on the scope and boundaries of the agreed project deliverables.  This may include but is not limited to System pre-staging in Sabio Lab / Design and build of Proof of Concept solutions / Technical vendor escalation management / training material development.

Skills Knowledge and Expertise

Required skills, experience & knowledge:
  • Experience in technical design, implementation, system testing and training across the following VERINT and AVAYA products:
  • VERINT / AVAYA Contact Recording
  • VERINT SIPREC Recording
  • VERINT IP capture Recording
  • VERINT / AVAYA Quality Monitoring
  • VERINT / AVAYA Workforce Management
  • VERINT Speech Analytics.
  • Strong understanding of Data Networking, VMware and Database environments, with a focus on integrating complex solutions within these environments.
  • Strong Operating system knowledge and experience across both Windows and Linux Server environments.
  • Strong knowledge of SQL database administration.
  • Strong understanding of contact centre environments.
  • Proven problem-solving ability in respect to devising and implementing solutions to complex business problems.
  • Presentations and ability to influence at all management levels.
  • Good spoken and written English: able to explain issues clearly and in detail.
Desirable skills, experience & knowledge:
  • Familiarity with platform monitoring solutions and concepts.
  • Familiarity with software deployment methodologies.
  • Strong knowledge of SIP and ISDN telephony infrastructures.
  • Experience of working with and managing 3rd party vendors.
  • Application and solution troubleshooting experience.
  • Contact Centre industry trends, both operational and technical.
  • Ideally educated to degree level in computer or mathematics related subject.
Behaviours

Analysing and Interpreting
  • Can effectively identify problems in both standard and non-standard situations to ensure the right solutions are put in place. Demonstrates sound technical knowledge.
Organising and Executing
  • Plans and organises own work load with the Customer in mind to ensure objectives and customer expectations are consistently met. 
Interacting and Presenting
  • Probes and listens carefully, presents information clearly and effectively, ensuring technical information is clear. Communicates with confidence and in a calm manner in high-pressure environments. 
Supporting and Co-operating
  • Works hard to build sound relationships internally and externally. Shares experience and ideas across the team and consistently upholds values and ethics. 

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 and dental care
  • Cycle to work 
  • 28 days paid holiday a year- (this includes three Sabio days)
  • 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. 
Apply now
Apply now
Department
Delivery
Employment Type
Full Time
Location
Remote
Reporting to
Implementation Manager WFO

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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.
Discover more about Sabio