AI Chat Program Manager

At Calabrio, we are revolutionizing the way organizations connect with their customers, and we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform Calabrio ONE, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights at lightning speed.

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

We are looking for a Chat Expert with a passion for delivering exceptional customer experiences through chat. As part of our Support Team, you will play a pivotal role in designing, optimizing, and maintaining chatbot interactions that enhance customer engagement and drive efficiency. With expertise in both traditional chatbot development and Large Language Models (LLMs), you will ensure our chat solutions provide fast, accurate, and human-like responses that improve resolution rates and satisfy customers.

In this role, you will collaborate closely with Delivery, Product, and Engineering teams to analyze customer interactions, refine chatbot workflows, and implement AI-driven improvements. A key part of your role will be capturing and sharing Voice of the Customer (VoC) insights, ensuring that trends, feedback, and pain points from chat interactions inform broader business decisions. You will continually test and optimize conversational flows, leveraging insights from real-world interactions to enhance automation while ensuring a seamless handoff to human agents when needed. If you're driven by data, customer-centric innovation, and the evolving world of conversational AI, we’d love to have you on our team!

What You'll Be Doing:

• Designing, building, and optimizing chatbot interactions using both traditional rule-based methods and LLM-driven solutions.
• Continuously improving chatbot workflows to provide faster and more accurate customer resolutions.
• Analyzing chat transcripts and customer interactions to identify pain points and implement AI-driven enhancements.
• Gathering and synthesizing Voice of the Customer (VoC) insights from chatbot interactions to inform product, support, and operational improvements.
• Collaborating with Support, Customer Success, Product, and Engineering teams to align chatbot functionality with business goals.
• Ensuring seamless escalations to human agents when necessary for a frictionless customer experience.
• Monitoring chatbot KPIs (e.g., resolution rates, deflection rates, CSAT scores) and making data-driven optimizations.
• Staying up to date with the latest trends in LLM, NLP, and conversational AI to bring cutting-edge improvements to our chat systems.
• Training and fine-tuning LLMs to align with company tone, style, and accuracy requirements.
• Creating documentation and training materials for internal teams on chatbot functionalities and best practices.

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

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.