Remote Manager, Managed Services

Are you eager to dive into the dynamic field of AI? At Calabrio Inc, we’re opening doors for someone passionate about conversational AI to gain real industry experience. This role is perfect for those looking to make their mark in this emerging space. As a Conversational AI Consultant, you’ll be at the forefront of creating and managing intelligent bot solutions for our enterprise clients.

We believe in hiring for attitude, skills, and potential. We offer autonomy and flexibility for you to be excellent at delivering value and hitting goals. If you’re an entrepreneurial and results oriented person, who doesn’t shy away from a challenge, you’re going to enjoy working alongside us.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers; we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

\* Candidate must be located in Greater Toronto Area

Join our dynamic team as a Manager of Conversational AI team, where you’ll lead a talented group of consultants dedicated to delivering exceptional conversational AI experiences for enterprise clients. Oversee data analysis, optimize chatbot design, and ensure project success while fostering team growth. Your leadership will drive quality and innovation in our solutions. If you’re passionate about AI, this is the right place for you!

What you’ll be doing

- Lead and manage a team of Conversational AI consultants to deliver outstanding AI-driven experiences for a portfolio of enterprise clients. Your team will provide the following services to our customers:

Conversational Data Analyst:

• Analyze conversational data to extract insights and identify improvement opportunities.
• Utilize Calabrio standardized reports to effectively communicate insights and forecasting recommendations.
• Demonstrate proficiency in analytical tools for data-driven decision-making.

Bot Practitioner:

• Design, build, train, and test solutions across various virtual assistant platforms.
• Develop and optimize intelligent conversational experiences with a focus on data-driven strategies.
• Troubleshoot and collaborate to resolve issues efficiently.
• Create and implement automated test cases to validate solutions.
• Exhibit strong communication and presentation skills for effective client interactions.

Data Configuration Specialist:

• Set up, validate, and manage client data within our analytics platform.
• Establish and configure key performance indicators and alert thresholds to ensure data accuracy and relevance for client needs.

- Act as a people manager for the consulting team, overseeing hiring, onboarding, training, mentoring, and professional development initiatives.

- Provide hands-on support to the team as needed, with some of your time dedicated to billable tasks based on business requirements.

- Collaborate with project managers to ensure timely and budget-compliant project delivery by consultants.

- Foster strong leadership and coaching skills to enhance team development and performance.

- Maintain accountability for the quality and reliability of deliverables produced by the consulting team.

- Lead internal initiatives focused on continuous improvement of personnel, processes, and tools.

- Responsible for the overall health of customer engagement within the portfolio and serve as the primary point of technical escalation for clients within your portfolio.

- Contribute to drafting SOWs/CRs by providing effort estimations and detailed scope/dependency/assumption descriptions.

- Manage allocation of consultants to various projects to maximize billable utilization to achieve organizational goals.

- Although the role is remote, the manager is expected to periodically (once or twice a month) meet team members / direct reports in person within the Greater Toronto Area at flex office facilities.

Beyond these day-to-day responsibilities, your sense of curiosity and analytical mindset will challenge you to dig deeper into the ways in which we can continually improve our solution, our success rate and the customer experience.

• Bachelor’s degree in a STEM field or Engineering, or significant relevant experience in Conversational AI space.
• 5 to 7 years of experience in tech professional services, preferably with some focus on designing and implementing high-quality chatbots and AI-based conversational analytics.
• 1 to 3 years of previous experience in a team leadership or management role is strongly desirable.
• At least 5 years of experience in client-facing roles.
• Familiarity with one or more conversational AI platforms, such as Google DialogFlow, Salesforce Einstein, Microsoft PVA, Amazon Lex, IBM Watson, or Kore XO, is highly desirable.
• Proficient in programming and query languages, such as Python and SQL.
• Knowledge of the software development life cycle (SDLC), with familiarity with both waterfall and agile methodologies.
• Proficient in Excel/Google Sheets and PowerPoint/Google Slides.
• Excellent interpersonal skills and ability to collaborate effectively with cross-functional teams.
• Strong passion for delivering exceptional results.
• High attention to detail and strong analytical thinking skills, with a proven ability to solve complex problems.

Why Calabrio?

Join us for a chance to grow, learn, and be part of a team dedicated to excellence in a rapidly evolving AI landscape. At Calabrio Inc, we value attitude, skills, and potential. We offer a culture of autonomy and flexibility, encouraging innovation and personal growth. If you’re ready to take on the exciting world of conversational AI, we’re ready to welcome you!

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. 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).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal.

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

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