Product Manager - Conversation Intelligence

Calabrio; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading technology firm in Toronto is seeking an experienced Product Manager to drive AI innovations in their Quality Management & Conversation Intelligence products. The ideal candidate has over 5 years of product management experience, strong expertise in AI technologies, and a passion for enhancing customer experience. Join a dynamic team dedicated to reshaping customer interactions through cutting-edge solutions. This role offers opportunities for career development and a supportive work environment.

Benefits

Comprehensive benefits

Career development opportunities

Balanced work-life

Qualifications

• 5+ years of product management experience, ideally in conversation intelligence or enterprise SaaS.
• Strong understanding of AI and its application in business problems.
• Proven track record of influencing stakeholders across various levels.

Responsibilities

• Define and articulate a strategic product roadmap leveraging AI.
• Identify and prioritize AI-driven use cases to deliver measurable value.
• Work closely with customers to translate pain points into product requirements.

Skills

AI/ML concepts

Workforce management

Data interpretation

Cross-functional teamwork

Customer empathy

Excellent communication

Innovation in product features

Education

Bachelor's degree in business, Computer Science, Engineering

MBA or equivalent

Job description

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 in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.

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.

We are looking for a forward-thinking Product Manager with strong expertise in AI technologies to drive innovation in our Quality Management & Conversation Intelligence (QM & CI) products. This role will focus on creating integrated use cases that deliver enhanced suite value, enabling our customers to achieve smarter, data-driven workforce engagement outcomes.

What You'll Be Doing:

• Define and articulate a strategic product roadmap that leverages AI capabilities across QM & CI, ensuring alignment with business objectives and customer needs.

• Identify, design, and prioritize AI-driven use cases that combine WFM and QM & CI to deliver measurable value such as improved forecasting, scheduling, agent performance, and customer experience insights.

• Work closely with customers to understand pain points and translate them into actionable product requirements that enhance the end-to-end workforce engagement suite.

• Partner with engineering, data science, UX, and go-to-market teams to bring innovative features to life, ensuring successful execution from concept to launch.

• Monitor market trends, AI advancements, and competitor offerings to maintain a differentiated product strategy.

• Build strong business cases for AI initiatives, demonstrating how integrated capabilities improve efficiency, reduce costs, and drive customer satisfaction.

• Represent the product vision internally and externally, establishing the company as a leader in AI-powered workforce engagement solutions.

• Leverage customer data, market research, and performance metrics to guide prioritization and validate success.

We're Looking For:

• Strong understanding of AI/ML concepts and practical experience in applying them to business problems, preferably in QM & CI domains.

• Familiarity with workforce management, scheduling, forecasting, performance analytics, quality monitoring, and customer insights.

• Ability to interpret data, translate insights into strategy, and drive data-informed product decisions.

• Proven track record of working with cross-functional teams and influencing stakeholders across levels.

• Strong empathy for customer needs, with the ability to translate challenges into high-value product features.

• Excellent written, verbal, and presentation skills to convey complex concepts to technical and non-technical audiences.

• Passion for emerging technologies and a track record of driving innovative product features.

• 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.

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 genuinely excited to come to work!

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.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [e-mail]. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.

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