Conversational AI Consultant

Are you passionate about driving impactful business process improvements and operational efficiency? 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 analytics 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 analytical and results oriented person, who doesn't shy away from a challenge, you’re going to enjoy working alongside us.

* Candidate must be located in Greater Toronto Area

Role Overview:

The Conversational AI Consultant role combines expertise in three critical areas: Conversational Data Analysis, Bot Analytics Reporting and performance management, and System Configuration Consulting. In this position, you will help drive program success for our customers by analyzing conversational and other relevant data to deliver actionable insights. Additionally, you will design, implement, and manage chatbot solutions, while helping optimize business processes and enhancing operational efficiency.

Key Responsibilities:

- Conversational Data Analyst:

• Analyze performance data to identify improvement opportunities.
• Use our standardized reports to effectively present and communicate insights and forecast recommendations.
• Adept at using analytical tools for data-driven decision-making.

- Bot Practitioner:

• Use our standardized reporting frameworks to effectively present and communicate Bot insights and forecast recommendations.
• Help provide strategic guidance on bot enhancements for enterprise clients by having a thorough working knowledge of bot design, training, and testing based on a variety of VA platforms.
• Develop, deliver and optimize smart conversational experiences with a data driven mindset.
• Troubleshoot and collaborate to resolve issues.
• Create and implement automated test cases to validate your solution.
• Strong communication and presentation skills for client interactions.

- Data Configuration Specialist:

• Set up, validate and manage client mission critical systems.
• Establish and configure key performance indicators and alert thresholds.
• Ensure data accuracy and relevance for client needs.

- Independently prepare and deliver data insights and improvement recommendations to clients through clear, impactful presentations.

- Collaborate closely with project managers to ensure the timely and budget-compliant delivery of consultant-led projects.

- Take ownership of the quality and reliability of deliverables produced by customer-facing teams, ensuring high standards are met.

- Spearhead the creation and execution of comprehensive test plans, ensuring robust testing protocols are followed.

- Proactively identify and resolve issues during testing and client acceptance phases to ensure smooth project delivery.

- Drive the implementation of best practices in conversational AI design, ensuring consistent quality and innovation.

- Continuously develop expertise in Calabrio Inc.'s offerings and apply this knowledge to enhance client solutions.

- Become a subject matter expert in conversational AI technologies, particularly with third-party platforms, to provide specialized guidance.

- Stay up to date with the latest AI trends and continuously adapt to evolving technologies.

- Provide clients with expert-level product knowledge, offering informed recommendations to guide their decision-making.

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 significant relevant experience in Conversational AI or Analytics reporting space.
• 1 to 4 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 4 years of experience in client-facing roles. Comfortable advising customers and managing expectations.
• 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 query languages, such as Python or 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!

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.  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!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

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 Workplaces, Great Place to Work UK, named one of BC’s Top Employers, 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.