Associate Service Delivery Manager

🕒 September 16

🇺🇸 United States – Remote

💵 $82k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Calabrio, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions.

📋 Description

• Assist in partnering with Technical Engineers working on the Verint product suite and delivering technical and application-related services to a dedicated banking customer account. • Support day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. • Support day-to-day WFO applications, specifically call recording, for the assigned customer. • Partner with Managed Services resources to execute customer deliverables, support operations, monitor service performance, and help achieve account metrics. • Manage tasks and ensure timely resolution with actions to mitigate business or customer impacts. • Drive Customer Success through proactive engagement, operational execution, and continuous service optimization. • Coordinate with Command Center, Customer Support, Professional Services, Cloud Operations, and Account Executive teams. • Coordinate service requests, track operational deliverables, and ensure adherence to service commitments. • Identify and drive service and process improvement initiatives with customer stakeholders. • Attend operational status meetings and contribute to service quality and process adherence. • Collaborate across Verint teams to onboard customers and operationalize services. • Use Jira boards to manage sprint activities, work intake, prioritization, and delivery tracking. • Perform and coordinate platform controls, including health checks, service verification, provisioning reconciliation, and compliance reviews. • Support administration and configuration of Verint Financial Compliance (Verba) solutions, including provisioning, account management, reporting, workflows, archiving, supervision, and user interface support. • Maintain relationships with Customer Support, Product House, Sales, Professional Services, and other support functions. • Keep current on products and technologies and escalate issues according to process. • Report critical accounts and issues to upper management with recommended next steps.

🎯 Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience. • Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking. • Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions • Ability to thrive in a fast-paced, dynamic work environment • Strong written and verbal communication skills • Ability to manage tasks accordingly to set priorities, multi-task, and meet deadlines. • Ability to work outside of local business hours and on weekends as shift assignment or account needs require. • Ability to identify, troubleshoot, and assist in the resolve technical issues in a timely manner • Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations. • Preferred: Knowledge of Verint Financial Compliance (Verba) • Preferred: Knowledge of distributed web applications and architecture, Database Administration, CRM package, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, Azure. • Preferred: Customer service experience supporting large global Enterprise Customers • Preferred: Experience serving as a dedicated customer-facing resource supporting managed service operations and service delivery activities. • Preferred: Experience coordinating operational activities across technical, support, and customer stakeholder teams. • Preferred: Demonstrated ability to build trusted relationships with customer stakeholders while delivering against service commitments.

🏖️ Benefits

• Global team recognized for their passion and innovation • Innovative product culture and project exposure • Training and development from industry-leading experts • 401(k) with company matching • Medical, dental, and vision insurance • Disability and life insurance • Flexible PTO • Paid holidays and parental leave • Tuition reimbursement • Comprehensive benefits for various life circumstances and needs • Career development opportunities • Balanced work-life