Business Analyst Voicebot Specialist - Full Remote Portugal

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