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

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:

o Intent models

o Dialog flows

o Self-service automation

• Continuously improve bot performance using real interaction data

Leverage Calabrio ONE for AI Insights

• Use speech and sentiment analytics to:

o Identify top call drivers

o Detect customer frustration points

• Translate insights into:

o New bot use cases

o IVR improvements

o Agent assist capabilities

Continuous Optimization Loop (🔥 Key Focus)

• Create feedback loop:

o Calabrio insights → improve AI agents → reduce calls

• Monitor and improve:

o Containment rate

o Escalation rate

o Customer satisfaction

CX Analytics & Automation

• Build dashboards and reporting for:

o Call drivers

o AI performance

o CX trends

• Automate insights delivery to leadership

Integration & Automation

• Integrate WxCC and Calabrio with:

o APIs

o 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