Job Description
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Company Overview
The company develops voice-based artificial intelligence solutions that help healthcare organizations improve patient engagement and care management operations. Its conversational AI platform enables health plans, providers, and care management teams to scale patient outreach, reduce administrative bottlenecks, and improve member experiences and outcomes.
Responsibilities
1. Customer Discovery and Workflow Design
- Lead structured discovery sessions with customers to understand operational workflows, business requirements, data needs, and integration constraints.
- Challenge assumptions, clarify requirements, and guide customers toward scalable solutions.
- Translate complex workflows, scripts, training materials, and FAQs into clear product decisions and implementation plans.
- Document customer requirements and operational processes to support successful deployments.
2. AI Agent Configuration and Customization
- Design and configure conversational AI agents to address customer-specific workflows while maintaining product scalability and consistency.
- Translate requirements into agent logic and behavior, including prompts, guardrails, and tooling.
- Validate agent configurations to ensure they perform correctly in real production environments.
- Balance customization requirements with the integrity and long-term maintainability of the core platform.
3. Technical Deployment Leadership
- Own the product layer of customer implementations from initial planning through production launch.
- Coordinate integrations, data mapping, configuration management, user acceptance testing (UAT), and go-live readiness.
- Identify implementation issues and drive them through resolution rather than relying solely on handoffs.
- Ensure deployment activities are structured, documented, and aligned with customer requirements.
4. Requirements Translation and Engineering Partnership
- Translate customer needs into clear product requirements, user stories, and acceptance criteria.
- Write detailed specifications covering inputs, tools, data flows, failure modes, and success criteria.
- Partner closely with Engineering to clarify implementation requirements and resolve technical dependencies.
- Ensure engineering teams receive actionable specifications that minimize ambiguity and unnecessary rework.
5. Evaluation and Quality Management
- Define success criteria for each deployment, including task completion, escalation rates, conversation quality, and workflow adherence.
- Collaborate with Engineering to establish evaluation and monitoring infrastructure.
- Validate system performance and identify issues that could affect deployment quality.
- Support ongoing monitoring to maintain reliable AI performance after launch.
Qualifications
Required Qualifications
- Demonstrated product aptitude, typically supported by 2–4 years of experience owning complex problems, communicating with stakeholders, and delivering structured solutions in ambiguous environments.
- Bachelor’s degree in Engineering, Computer Science, Economics, Business, or a similarly rigorous discipline.
- Strong analytical ability and evidence of structured thinking and intellectual discipline.
- Experience in high-responsibility environments through internships, consulting, research, startup work, or technical roles, with accountability for delivering tangible outcomes.
- Strong client-facing communication skills, including the ability to present ideas confidently and explain technical concepts to external stakeholders.
- Technical curiosity and fluency, with comfort understanding technical systems and concepts.
- Ability to break down complex or ambiguous workflows into clear requirements, identify trade-offs, and recommend scalable solutions.
- Strong attention to detail and follow-through when managing multi-step projects and coordinating cross-functional stakeholders.
- Ability to learn new technical domains quickly and operate independently with limited supervision.
- Professional maturity, sound judgment, composure, and reliability when representing an organization in high-stakes customer environments.
Disclaimer
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