AI Researcher

AI Researcher

Department: Sales

Employment Type: Full Time

Location: Cape Town

At Sabio Group, we’re dedicated to fostering an environment where employees thrive. Since 1998, we’ve built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the AI CX revolution. We’re seeking creative, resourceful people to join our fast-growing organisation, where you’ll have the opportunity to develop your skills and contribute to a culture of continuous learning.

We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.

We are currently looking for a passionate and enthusiastic AI Research Analyst to join our team.

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Role Purpose To provide high quality insights into the top prospects globally who fit Sabio’s “Ideal Customer Profile” (ICP) for AI Transformation. Additionally, you will be identifying key contacts within those prospects who are considered high value targets such as “economic buyers” (people who hold the budget for AI transformative projects) and “champions” (people who Sabio can build a relationship with and who can sponsor Sabio into the business).

• Ideal Customer Profile (ICP) Analysis: Identify organisations that fit Sabio’s "sweet spot"—typically enterprises with complex, high-volume contact centres.
• Technology Stack Detection: Identify what contact centre platforms prospects currently use (e.g., identifying legacy on-premise Avaya or Genesys systems that are ripe for cloud migration and therefore AI adoption).
• Trigger Event Monitoring: Monitor news for "trigger events" that signal a need for Sabio’s help, such as:
• Announcements of new Digital Transformation initiatives.
• Sudden spikes in customer complaints on social media.
• New hires with "AI" or "Analytics/Data" roles.
• Mergers/Acquisitions (which often require merging two different CX environments).
• Mystery Shopping: Actively test the prospect's customer service channels.
• Voice:
  Call their support line to measure wait times, IVR (Interactive Voice Response) frustration, and agent knowledge.
• Digital:
  Test their chatbots/webchat/email. Is it a dumb bot or an intelligent conversational AI? Does it seamlessly hand off to a human? What is the containment? Is there partial or full automation?
• Omnichannel & Data Gap Analysis: Identify disconnects between data & channels. (e.g., "I emailed them, but when I called, the agent had no record of my email or account details from my mobile.”)
• Voice of the Customer (VoC) Analysis: Scrape and analyse review sites (Trustpilot, Google Reviews) and social media to find recurring themes in negative feedback (e.g., "I can never get through to a human," or "The chatbot is useless”).
Strategic Sales Enablement
• Hypothesis Generation: Provide to marketing and sales functions a hypothesis of how Sabio can help.
• Example: "Prospect X has a 4.2-star product rating but a 1.5-star service rating due to long hold times. In addition, when calling their contact centre, customers are first presented with an out of date IVR which has limited intelligent routing:
  Hypothesis: They need Sabio’s AI self-service to deflect Tier 1 calls."
• Stakeholder Mapping: Identify the "Buying Committee." In CX, this is rarely just one person and should consist of economic buyers and champions. For example map out key contacts:
• The CIO/CTO (cares about cloud…