• Lead end-to-end AI implementations, including configuration, testing, and deployment for Voice Agent, Co-Pilot, and related AI solutions. • Design and maintain AI playbooks and best practices for prompt design, conversation flow, and customer configuration. • Serve as the AI subject-matter expert during customer onboarding and post-go-live optimization cycles. • Partner with Product and Engineering to pilot new AI features, provide structured feedback, and identify enhancements. • Analyze AI performance by monitoring accuracy, adoption, and user feedback to inform future iterations. • Collaborate cross-functionally with Implementation PMs, TAMs, and PSEs to integrate AI capabilities into the broader customer journey. • Train customer teams on self-service management of AI tools, including prompt iteration and reporting. • Build structure and repeatability by documenting configurations, processes, and insights that scale across all implementations.