Calabrio

www.calabrio.com

1 Job

591 Employees

About the Company

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

Listed Jobs

Company Name: Calabrio
Job Title: Product Manager - Conversation Intelligence
Job Description: **Job Title:** Product Manager – Conversation Intelligence **Role Summary:** Lead the strategy, design, and delivery of AI‑driven features for quality management and conversation intelligence products to enhance workforce management, customer insight, and overall experience. **Expectations:** * Set a clear product vision and roadmap aligning AI capabilities with business and customer goals. * Deliver measurable value in forecasting, scheduling, agent performance, and CX insights. **Key Responsibilities:** - Define product roadmap and prioritize AI use‑cases that integrate workforce management with QM & CI. - Gather customer insights, transform pain points into product requirements, and validate solutions through metrics. - Collaborate with Engineering, Data Science, UX, and GTM teams to accelerate end‑to‑end feature delivery. - Monitor AI, market, and competitive trends to sustain product differentiation. - Build business cases that demonstrate efficiency gains, cost reduction, and customer satisfaction improvements. - Represent the product vision internally and externally, positioning the product as a leader in AI‑powered workforce engagement. **Required Skills:** - Deep understanding of AI/ML concepts and practical experience applying them to business challenges. - Experience with workforce management, scheduling, forecasting, performance analytics, quality monitoring, and customer insights. - Strong data‑driven decision making; ability to translate metrics into strategy. - Proven cross‑functional leadership and stakeholder influence skills. - Excellent written, verbal, and presentation communication for both technical and non‑technical audiences. - Passion for emerging technologies and track record of launching innovative product features. **Required Education & Certifications:** - Bachelor’s degree in Business, Computer Science, Engineering, or related field (MBA or equivalent preferred). - 5+ years of product management experience, ideally in conversation intelligence, contact center technology, or enterprise SaaS.