Job Description

Voicebot & Chatbot Business Lead - Full Remote Portugal

ABOUT THE OPPORTUNITY

Join the Portugal team of Switzerland's largest private telecommunications operator as the business-side lead for their Chat & Voicebot function. This is a senior leadership role with real ownership — you'll be the key decision-maker and primary stakeholder contact for chatbot and voicebot strategy, quality, and roadmap delivery. If you have strong experience in conversational AI from a business perspective and are ready to lead a team while driving innovation at scale, this is a high-impact opportunity.

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

PROJECT & CONTEXT

You'll be leading the business side of a Chat & Voicebot team within a major Telco environment, owning the full picture from requirements quality through to roadmap execution. You'll support and develop junior team members, act as the key liaison between the business and platform/implementation teams, and ensure delivery happens on time with risks flagged early. The scope combines strategic leadership, stakeholder management, and hands-on oversight of user stories, business requirements, and performance metrics.

WHAT WE'RE LOOKING FOR

• 5–8 years of experience working with chatbot, voicebot, or conversational AI solutions from a business or product perspective
• Familiarity with chat and voicebot technologies, UX design for conversational interfaces, and industry best practices
• Solid understanding of customer service processes and how voicebots can enhance and scale support operations
• Experience leading or mentoring junior team members, with the ability to support their development and quality of output
• Strong decision-making skills — able to sign off on and prioritise efficiency opportunities with confidence and clarity
• Ability to ensure that user stories and business requirements meet quality standards that allow implementation teams to move forward without ambiguity
• Demonstrated stakeholder management experience — acting as the primary contact for platform and implementation teams and managing expectations proactively
• Track record of measuring success and efficiency of conversational channels, and adapting roadmaps based on performance data
• Proactive approach to identifying innovation opportunities by staying current on conversational AI trends and advancements
• Strong analytical, critical thinking, and problem-solving skills
• Excellent communication and collaboration skills across technical and non-technical stakeholders
• English B2 or above — required for daily collaboration with Swiss stakeholders and cross-functional teams
• Based in Portugal, available to work fully remotely

NICE TO HAVE

• Experience in the Telecommunications sector
• Background in product ownership or business analysis within a conversational AI or digital customer service context
• Familiarity with conversational AI platforms (e.g. Google CCAI, Amazon Lex, Cognigy, Nuance, or similar)
• Exposure to NLP/NLU concepts and how they inform intent design, routing logic, and channel optimisation
• German, French, or Italian language skills — a meaningful advantage given the Swiss operational context