Business Analyst Voicebot Specialist - Full Remote Portugal

HumanIT Digital Consulting; Lisboa; Teletrabalho; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

HumanIT Digital Consulting in Portugal is seeking a mid–senior specialist to own chatbot and voicebot initiatives for a top Swiss telecommunications operator. You will analyse requirements, configure intent routing, monitor performance, and collaborate with business analysts, developers, and UX designers to deliver scalable, high‑quality conversational experiences.

Based fully remotely in Portugal, you will translate process improvements into concrete technical specs, drive ongoing optimization,

Qualificações

• 3+ years of professional chatbot, voicebot, or conversational AI experience.

Responsabilidades

• Own chatbot and voicebot solutions for a high-volume telecom context, from requirements to deployment.

Conhecimentos

Chatbot/Voicebot experience

UX for conversational interfaces

Requirements gathering & analysis

Process translation into specs

Monitoring intents & performance

Stakeholder management

Innovation in conversational AI

Analytical thinking

Communication & collaboration

English level B2+

Ferramentas

Google CCAI

Amazon Lex

Cognigy

Nuance

Descrição da oferta de emprego

ABOUT THE OPPORTUNITY

Join the Portugal team of Switzerland's largest private telecommunications operator, working on the development, optimisation, and continuous improvement of chatbot and voicebot solutions that serve customers at scale. This is a role for someone analytical and customer-focused — comfortable both in data and in conversation — who wants to own a channel end-to-end and drive real impact on how customers interact with the brand through conversational AI.

Language: English B2 minimum | Level: Mid–Senior | Location: Portugal-based, fully remote

PROJECT & CONTEXT

You'll be part of the Chat & Voicebot team, taking ownership of voicebot and chatbot solutions in a Telco environment where customer interaction volume is high and quality matters. The scope spans requirements gathering and analysis, performance monitoring, intent routing configuration, and close collaboration with business analysts, developers, and UX designers. You'll be both an analytical contributor and a hands‑on operator — able to identify efficiency opportunities and implement configuration changes directly.

WHAT WE'RE LOOKING FOR

• 3+ years of experience working with chatbot, voicebot, or conversational AI solutions in a professional context
• Familiarity with chat and voicebot technologies, UX design for conversational interfaces, and industry best practices
• Experience with customer service processes and a solid understanding of how voicebots can enhance and scale customer support
• Ability to gather, analyse, and document business requirements, customer needs, and performance metrics
• Comfortable translating process improvements into clear technical and functional requirements
• Experience monitoring user behaviour and intents to measure success, identify friction points, and drive continuous improvement
• Ability to adapt bot configuration and intent routings directly when required — hands‑on ownership of the channel
• Strong stakeholder management skills — able to work closely with process owners, developers, and business teams across geographies
• Proactive approach to identifying innovation opportunities by staying current on conversational AI trends and advancements
• Strong analytical and critical thinking skills, combined with practical problem-solving ability
• Excellent communication and collaboration skills — comfortable working across technical and non-technical teams
• English B2 or above — required for daily collaboration with Swiss colleagues and stakeholders
• Based in Portugal, available to work fully remotely

NICE TO HAVE

• Experience in the Telecommunications sector
• Background working in or alongside UX design for conversational or digital products
• Familiarity with conversational AI platforms (e.g. Google CCAI, Amazon Lex, Cognigy, Nuance, or similar)
• Exposure to NLP/NLU concepts and how they apply to intent design and routing logic
• German, French, or Italian language skills — an advantage given the Swiss operational context