Manager, Managed Services

Summary

Join Calabrio Inc 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.

Requirements

• 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

Responsibilities

• Lead and manage a team of Conversational AI consultants to deliver outstanding AI-driven experiences for a portfolio of enterprise clients
• 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
• 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
• 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

Benefits

• Comprehensive benefits for various life circumstances and needs
• Great opportunities for career development
• A balanced work-life to achieve personal and professional success