Maitsys
Maitsys

AI Engineer Customer Experience (Webex Contact Center & Calabrio ONE)

Remote • Posted 4 hours ago • Updated 4 hours ago
Contract W2
Contract Independent
Remote
$60 - $70/hr
Company Branding Image
Fitment

Dice Job Match Score™

🫥 Flibbertigibetting...

Job Details

Skills

  • AI
  • python
  • Cisco Webex Contact Center (WxCC)
  • Calabrio ONE platforms

Summary

AI Engineer Customer Experience (Webex Contact Center & Calabrio ONE)
About the Role is seeking an AI Engineer to design, deploy, and maintain AI-driven agents across our Cisco Webex Contact Center (WxCC) and Calabrio ONE platforms.
This role will focus on building intelligent virtual agents, leveraging speech analytics, and continuously optimizing customer interactions to reduce call volume, improve service quality, and enhance operational efficiency.
What You ll Do
Build & Manage AI Agents (Core Responsibility)
Design and deploy AI virtual agents (voice + chat) in WxCC
Build and maintain:
  • Intent models
  • Dialog flows
  • Self-service automation
Continuously improve bot performance using real interaction data
Leverage Calabrio ONE for AI Insights
Use speech and sentiment analytics to:
  • Identify top call drivers
  • Detect customer frustration points
Translate insights into:
  • New bot use cases
  • IVR improvements
  • Agent assist capabilities
Continuous Optimization Loop ( Key Focus)
  • Create feedback loop:
    Calabrio insights improve AI agents reduce calls
Monitor and improve:
  • Containment rate
  • Escalation rate
  • Customer satisfaction
CX Analytics & Automation
  • Build dashboards and reporting for:
    Call drivers
    AI performance
    CX trends
Automate insights delivery to leadership
Integration & Automation
Integrate WxCC and Calabrio with:
APIs
Data platforms (Azure preferred)
Build automation workflows and bots (Webex / Teams)
What You Bring
Technical
Python
Experience with APIs / integrations
Experience with AI/NLP platforms (Dialogflow, etc.) Platform Experience (Strongly Preferred)
Cisco Webex Contact Center (or similar CCaaS)
Calabrio ONE (or other WFO platforms)
Contact center operations (IVR, routing, KPIs)
Mindset
Data-driven problem solver
Focus on measurable outcomes
Continuous improvement mentality
Success Metrics
Reduction in call volume
Increased self-service containment
Improved FCR and CSAT
Reduction in handle time
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91159812
  • Position Id: 8918156
  • Posted 4 hours ago

Company Info

About Maitsys

Embark on a career with Maitsys, a global leader at the forefront of AI, SAP ERP, Cloud Migration, and IT Infrastructure Services. With offices in Boston and India, we're committed to attracting the best talent worldwide. Join us to be part of a dynamic team driving innovation, shaping the future, and delivering excellence in the world of technology.

Go to company profile
Create job alert
Set job alertNever miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

It looks like there aren't any Similar Jobs for this job yet.

Search all similar jobs