Join the Spitch team

• Design and implement dialogue flows for voice assistants and chatbots
• Create datasets and train NLU models
• Analyze Contact Center interactions through a business perspective and create Speech Analytics reports and dashboards using Spitch’s tool set
• Co-operate daily with a team of engineers, project managers and other AI business analysts
• Participate in client meetings before and during the execution of a project and discuss the progress, deliverables, and deadlines
• Design client-centric Conversational AI and Speech Analytics solutions with a business acumen

• Working experience in at least one of the following areas:
  — Dialog Design
  — NLU training
  
• Experience working within the Speech Analytics as a business analyst
• Based in Switzerland
• Fluency in English, Swiss-German (German) and Spanish
• Comfortable working on a project basis in a fast-paced environment with tight deadlines
• Comfortable in participating in meetings with enterprise clients

Nice to have:

• Knowledge or exposure to speech technologies (ASR, TTS)
• Experience presenting business reports to enterprise clients
• Familiarity with Large Language Models (LLM)
• Fluency in any other languages (French or Italian) is a big plus
• Python or JavaScript knowledge and prior experience in a technical support role would be a plus
• Client facing experience
• Familiarity with Contact Center operations and ecosystem

• Leading customer implementation projects
• Orchestrating internal engineering and technical delivery resources
• Understand the correlations within product portfolio and staff skillsets
• Supporting customer on the technical level and engage their staff
• Managing customer expectations
• Defining and creating project plans and milestones
• Understanding end solutions and demonstrating them to customers
• Recognizing cross-sell and upsell potential during the project phase
• Providing customers with training and workshops
• Providing feedback to the Product Management and R&D organizations on the technical requirements in the market

• A proven track record of relevant industry experience (Speech Technology, Call Centres, Customer Experience)
• Leading IT projects with several stakeholders internally as well externally
• Knowledge in the area of PBX and Contact Center systems (Avaya, Genesys, Cisco, Teams and others) is of big advantage
• Familiarity with artificial intelligence, natural language processing is a plus
• Technical management and customer-facing experience with a business-driven mindset

• Ability to work on system integration requirements
• Interest in Conversational AI applications
• Eager and able to work in multicultural environment
• Very good communicator
• Fluency in English, German and Italian (written and spoken), other languages (French or Spanish) are a plus
• Based in Switzerland or Germany
• A self-disciplined and self-motivated individual, able to work in a team with a minimum of direct supervision

• Software update, installation and operating
• Provide technical assistance to customers, guiding them through technical challenges
• Communicate effectively with customers to understand their technical issues
• Gather relevant technical details to diagnose and troubleshoot problems
• Independently resolve simple to middle-level technical support cases
• Collaborate with third-line engineers and escalate complex issues when necessary

• Experience with Docker (basic), networking (basic), Linux (medium) – strictly necessary. Python (or a desire to learn fast), databases – necessary (basic level).
• Desirable: Familiarity with cloud computing platforms; experience with SIP and telephony systems;
• Good oral and written communication skills
• Fluency in English and German; French is a plus
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Prior experience in a technical support role is a plus

• Lead generation in the market segments defined in the Italian strategy.
• Business Development activities, including but not limited to:
  — Market analysis (product interest, market players, customer’s needs etc.)
  — Analysis of current projects/clients for additional proposition (upsell)
• Establishing highly strategic, thoughtful, and deliberate business plans
• Participating with the Executive team in developing Go to Market plans, ensuring the efficient execution of those plans
• Ensure the detection of the current situation and development opportunities of the market, through the collection of quantitative-qualitative data to be shared with your manager.
• Demonstrating Spitch products and services suite differentiating the Spitch product offering/services within the market
• Take new lead from qualification to execution.
• Forecasting pipeline revenues and recording in company’s CRM tool.
• Tracking progress against targets on an ongoing basis and take necessary action to refocus efforts.
• Delivering consistently against all targets
• Collaborate with other departments such as Presales, Project management, R&D, Finance, Legal, e.g.
• Ensuring the definition, negotiation, and annual conclusion of commercial contracts with clients and partners

• Excellent knowledge of the contact center market.
• Deep knowledge and strong connections in one or more industry verticals from the list: Banking and insurance, utilities, public administrations, BPO
• Knowledge of Conversational AI technology technologies and applications is a great value addition.
• Existing relationships with key executives in major CC platform/solution and corresponding gold/platinum reselling partners and/or in major customers in the defined target.
• Hunter profile – a passionate driver to business development and sales.
• Sound knowledge of business development/sales and customer service practices and principles.
• Strong focus on results, problem-solving skills and proactivity.
• Proactive, business-focused, data-driven and ROI-minded maximize revenue and ensure competitive position in the market.
• Exceptional planning/organization skills.
• Capability of translating strategy into specific business actions.
• Contact center, Information technology and consultancy background is a must.
• Confident verbal/ presentation/written communication skills.
• Strong relationship development/negotiating/closing skills.
• Resilience.
• The ability to work both independently as well as part of a team.
• Professional work ethic, proven problem-solving skills, excellent interpersonal skills.

• Number of Years of Work Experience in the contact center:10+
  
• Proven sales track record with a strong knowledge of the industry
  
• Availability for travel within Italy
  
• Italian native speaker
  
• Fluency in written and oral English