About the Role
This is one of the most critical and demanding roles at Prodigal. As an AI Deployment Lead, you are the person who takes an AI agent from a signed contract to a live, performing system and then keeps it getting better. You sit at the intersection of customer understanding, technical depth, and operational rigor. You own the outcome.
You will work directly with our North American customers - debt collection agencies, lenders, and loan servicers, to understand how their businesses actually run: their call flows, agent scripts/talk-tracks, compliance constraints, telephony/ dialer infrastructure, payment gateways, CRM systems, and APIs. You will translate that understanding into precise requirements and make sure what gets built is right before it ever touches a live call in production.
This is not a project management role with a technical veneer. You will design how the agent should think, speak, and behave across every scenario, validate that it does, and push for refinements until the system performs at the level the customer and you expect.
If you want to understand how enterprise AI actually gets deployed at scale, not in theory but in production, this is that role.
What You'll Own
- Customer Discovery and Scoping: Deeply understand each customer's business and existing call workflows. Map their full tech stack: telephony dialer, payment processors, portals, CRMs, and the APIs connecting them. Design call flow diagrams and interaction maps that translate customer workflows into precise agent behaviours. Translate complex, sometimes ambiguous requirements into clear, actionable scopes for engineering.
- Deployment and Phased Delivery: Own end-to-end delivery across multiple deployment phases. Manage 4 to 6 concurrent deployments with strong project governance, clear milestones, and zero surprises for the customer. Drive all customer-facing calls, from kickoff through go-live, with clarity, confidence, and follow-through.
- Agent Validation and Performance: Design comprehensive scenarios covering happy paths, edge cases and adversarial situations to ensure the agent is production-ready. Conduct test calls alongside Agent Engineers to evaluate agent performance across real-world conditions. Own the feedback loop: test → identify gaps → brief the Agent Engineer → retest → validate and approve.
- Post-Go-Live Ownership: Stay close after launch: track agent KPIs, surface performance issues, manage post-production bugs, and drive continuous improvement. Lead phased expansion, each new capability is a new deployment with its own scoping, testing, and go-live cycle. Serve as the primary escalation point until the deployment reaches a stable, handoff-ready state.
- Stakeholder Management: Navigate multi-stakeholder customer environments: CXOs, Operations, Compliance, IT, and Tech teams, each with different priorities and vocabularies. Be the person customers trust - responsive, on top of every commitment, and always a step ahead. Internally, work across functions to unblock delivery and represent the customer's reality.
Who You Are
- 2+ years of work experience in B2B SaaS, consulting, digital transformation, or technical deployments/ implementations.
- Experience deploying or managing voice AI agents, conversational AI, or automation systems is a strong plus.
- Familiarity with the US consumer finance or debt collections industry is a plus, not a requirement.
- You understand how APIs work, can read a basic integration spec, and can hold a credible technical conversation without being an engineer.
- You're the kind of person who anticipates problems before they surface and builds for them.
- Strong communicator, equally comfortable presenting to a CXO and working through an escalation path with an engineer.
- You thrive in ambiguity and figure things out without waiting to be told how. This role comes with high ownership and low hand-holding by design.
- You'll report to the Head of Customer Success and Deployments.
- You'll be joining a growing deployment team.
- Experience working with or for North American customers is preferred.
What You'll Learn
- How to take AI agents from demo to production in one of the most regulated, high-stakes industries in the US.
- How to design and validate AI systems that are safe, compliant, measurable, and commercially meaningful.
- How enterprise telephony, payment infrastructure, and compliance requirements shape what AI can and cannot do in the real world.
- How to operate at the intersection of product, AI, and mission-critical customer communication.