AI Deployment Specialist - Virtual Agent

About the Client :

Our client is a tech-enabled outsourcing platform that seamlessly integrates AI with human expertise to deliver exceptional customer experiences. Their service offerings ranging from telecalling to sales and support combine automation with skilled professionals to enhance efficiency, reduce operational costs, and drive scalable growth across industries.

About the Role :

We are seeking a dynamic AI Deployment Specialist for a customer-facing, project management + technical role. You will serve as the key link between clients, technology, and internal teams, leading the end-to-end deployment of AI voice and chat agents. From gathering requirements to integration, testing, go-live, and continuous improvement you will own the success of each deployment.

Key Responsibilities :

- Translate business requirements into a structured AI agent blueprint including conversation flows, prompts, fallback logic, and reporting mechanisms.

- Collaborate with Product, Engineering, and Operations teams to configure, test, and launch AI agents within defined timelines and budgets.

- Integrate AI solutions with CRMs, telephony systems, and external data sources via APIs and webhooks; validate all end-to-end interactions.

- Lead User Acceptance Testing (UAT), gather feedback, and ensure smooth go-live.

- Monitor key performance indicators such as containment rate, CSAT, and resolution times; iterate to improve agent performance.

- Identify new use cases, recommend channels, and build business cases to support upselling and cross-selling efforts in collaboration with Sales.

- Surface product gaps and contribute to the product roadmap with data-backed insights.

- Coordinate with the operations team and other stakeholders to ensure smooth delivery and timely resolution of any issues.

- Support growth initiatives by identifying opportunities for account expansion and soliciting client referrals.

- Guide the prompt writing and content team in designing, launching, and optimizing AI agents.

- Collaborate with Finance for billing-related activities.

- Host regular business reviews (weekly, monthly, and quarterly) to proactively address client needs and provide effective solutions.

Required Skills & Qualifications :

- Demonstrated experience integrating AI agents with CRMs or ticketing platforms like Zendesk,

Freshdesk, or custom systems.

- Familiarity with web technologies and APIs; able to collaborate closely with engineering teams.

- Strong project management skills including scoping, timeline management, stakeholder

communication, and risk mitigation.

- Excellent verbal and written communication skills capable of translating complex technical concepts into clear business value.

- A continuous improvement mindset viewing go-live as just the beginning of the optimization journey.