AI Deployment & Success Manager
Description
About the role
We are looking for a hands-on AI Deployment & Success Manager to take ownership of customer AI agent deployments, from initial requirements gathering through configuration, implementation, go-live, and ongoing customer support. You will be the primary coordination point between our customers and internal technical teams, ensuring that each AI agent is configured correctly, delivered on schedule, and meets customer expectations. This role combines business analysis, project management, technical configuration, and customer success. You will not be expected to develop machine learning models or write production software. However, you must be technically comfortable working with AI platforms, APIs, telephony systems, and troubleshooting basic integration issues.
Key responsibilities
Conduct discovery meetings with customers to understand their business processes, customer support workflows, and AI automation objectives
Gather and document detailed requirements for Voice AI and Chat AI implementations
Define conversation flows, supported languages, escalation rules, knowledge bases, integrations, and expected AI agent behavior
Translate business requirements into clear functional specifications and implementation tasks for internal engineering teams
Own the implementation lifecycle from project kickoff to successful production deployment
Develop project plans, delivery schedules, milestones, and resource requirements
Coordinate activities across internal teams and external vendors, including DevOps, Machine Learning, Software Engineering, Finance, SIP/Telephony Providers, and WhatsApp Providers
Independently configure AI agents through the Panacea administration interface based on customer requirements
Prepare test scenarios and acceptance criteria based on agreed customer requirements
Serve as the primary customer contact during onboarding and the initial post-launch period
About you
Diploma or bachelor's degree in Information Technology, Computer Science, Information Systems, Business Information Technology, or a related discipline
2–5 years of experience in technical implementation, SaaS onboarding, IT project coordination, business analysis, or customer success
Experience gathering customer requirements and translating them into technical or functional specifications
Experience managing implementation schedules, coordinating technical teams, and communicating with customers
Comfortable configuring SaaS platforms, administrative dashboards, workflows, and business applications
Basic understanding of APIs, webhooks, JSON, and third-party system integrations
Strong analytical, troubleshooting, and problem-solving abilities
Excellent written and verbal communication skills in English and Bahasa Malaysia
Ability to manage multiple customer projects independently and prioritize competing requirements