AI Deployment & Success Manager

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