Source description
About the role
Customer Discovery & Solution Design
Lead workshops and discovery sessions with enterprise customers to understand business processes, operational workflows, KPIs, customer journeys, and automation opportunities.
Translate customer requirements into scalable Agentic AI architectures and implementation strategies.
Design end-to-end AI agent workflows including intents, reasoning flows, tool usage, integrations, escalation paths, guardrails, and governance controls.
Create comprehensive solution blueprints, functional specifications, and implementation plans.
Identify risks, dependencies, and technical constraints early in the engagement lifecycle.
Forward Deployment Leadership
Own the end-to-end delivery of customer deployments from kickoff through production launch.
Act as the technical delivery lead coordinating activities across Product, Engineering, Integration, QA, and Customer Success teams.
Drive project execution, milestone tracking, issue resolution, and stakeholder communication.
Ensure deployments are delivered on schedule with high quality and minimal rework.
Provide hands-on guidance during complex implementations and critical customer engagements.
Integration & Technical Architecture
Define integration strategies across enterprise systems including CRMs, ticketing platforms, customer data platforms, APIs, internal tools, and third-party applications.
Collaborate with customer engineering teams to validate technical feasibility and implementation approaches.
Review integration designs, data flows, security requirements, authentication models, and operational readiness plans.
Support implementation teams in troubleshooting and resolving complex technical challenges.
Quality & Deployment Excellence
Own deployment quality and customer acceptance criteria.
Partner with QA teams to define comprehensive test plans, validation scenarios, and success metrics.
Conduct end-to-end workflow validation, agent behavior reviews, and production readiness assessments.
Establish best practices for reliability, observability, governance, and performance monitoring.
Ensure solutions meet enterprise standards for security, compliance, scalability, and auditability.
Customer Partnership & Strategic Advisory
Serve as the trusted technical advisor for customer stakeholders across CX, Operations, Product, Digital Transformation, and Engineering teams.
Present architectural recommendations, implementation roadmaps, and optimization opportunities.
Guide customers on Agentic AI best practices, governance frameworks, and operating models.
Drive executive-level discussions around automation strategy, ROI, and adoption.
Continuous Improvement
Develop reusable deployment playbooks, implementation frameworks, and solution templates.
Capture lessons learned and establish best practices across customer deployments.
Collaborate with Product and Engineering teams to influence platform enhancements based on customer feedback and implementation experience.
Stay current with advancements in Agentic AI, LLMs, workflow orchestration, and enterprise automation technologies.
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