AI Chat Program Manager

April 9

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Calabrio, Inc.

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Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions.

Call Center • Customer Interaction • VoIP • Call Recording • Quality Management

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• At Calabrio, we are revolutionizing the way organizations connect with their customers. • Our cutting-edge cloud platform Calabrio ONE, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment. • We are looking for a Chat Expert with a passion for delivering exceptional customer experiences through chat. • You will play a pivotal role in designing, optimizing, and maintaining chatbot interactions that enhance customer engagement. • You will collaborate closely with Delivery, Product, and Engineering teams to analyze customer interactions and refine workflows. • You will continually test and optimize conversational flows and ensure a seamless handoff to human agents when needed.

🎯 Requirements

• Proven experience developing and optimizing chatbots using both traditional NLP/chatbot platforms (e.g., Dialogflow, Rasa, Microsoft Bot Framework) and LLM-powered models (e.g., OpenAI GPT, Claude, Gemini, etc.). • Strong understanding of customer support workflows and how chat automation can enhance the experience. • Experience with chatbot analytics tools and A/B testing methodologies. • Ability to analyze chat logs and extract actionable insights for improvement. • Experience in collecting, analyzing, and presenting Voice of the Customer (VoC) insights to inform business strategy. • Familiarity with API integrations and how chatbots interact with backend systems. • Strong problem-solving skills and ability to iterate quickly on chatbot improvements. • Excellent written and verbal communication skills to align chatbot responses with company voice.

🏖️ Benefits

• Global team recognized for their passion for innovation. • Innovative product culture and project exposure. • Training and development from industry-leading experts. • Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. • Our Power is Our People, driven by Our Core Values: Relentless Innovation: Kick status in the quo. • Customer Obsessed: Put the customer first. Always. • Results Matter: Take action that impacts. Every day. • Ignited by Our Diversity: Invite inspiration from everyone. • What we value most…workplace diversity and ensuring an environment of mutual respect. • Our commitment is to continue to keep our people healthy, focused, and inspire creativity. • Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).