What are the responsibilities and job description for the Implementation Manager position at Optomi?
Implementation Manager (AI Solutions)
Optomi, in partnership with one of our premier telecommunications and managed services clients is seeking an entrepreneurial and customer-focused Implementation Manager to help launch and scale a new AI-powered voice automation solution. This is a unique opportunity to join a team at the ground level, helping shape implementation processes, customer experiences, and team development as the product expands.
The Implementation Manager will lead a team of AI Implementation Specialists while remaining hands-on in customer onboarding, solution design, and deployment activities. This individual will work cross-functionally with Sales, Product, Engineering, and external customers to successfully implement AI-powered voice agents for small and mid-sized businesses.
This role is ideal for someone who thrives in fast-paced environments, enjoys building processes from scratch, has experience with customer-facing technology implementations, and is excited about the rapidly evolving AI landscape.
Location: Hybrid in Blue Bell, PA (2x onsite)
Type: Permanent, Direct Hire
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Communications, Business, or related field
- 5 years of experience leading technical, implementation, customer success, or professional services teams
- 3 years of hands-on experience working with AI technologies, automation platforms, conversational AI, chatbots, IVR systems, or workflow automation tools
- Experience managing customer-facing software implementations
- Demonstrated success working directly with SMB and Enterprise customers
- Strong project management and organizational skills
- Experience coaching, mentoring, or leading junior team members
- Ability to communicate effectively with both technical and non-technical stakeholders
- Comfortable operating in ambiguous, fast-moving environments and building processes from the ground up
Preferred Qualifications
- Experience building and scaling implementation or customer success teams
- Experience with contact center technologies, voice automation, IVR platforms, or call routing solutions
- Understanding of prompt engineering and conversational AI design principles
- Experience with SaaS implementation, automation platforms, or workflow management tools
- Exposure to machine learning concepts and AI-driven business solutions
- Experience supporting white-label technology solutions
- Startup or high-growth company experience
Responsibilities:
Team Leadership & Development
- Lead, coach, and develop a team of AI Implementation Specialists
- Establish implementation best practices, documentation, and repeatable processes
- Create onboarding, training, and performance development programs for team members
- Assist with future hiring and team scaling efforts as the organization grows
- Foster a culture centered around accountability, innovation, growth, and entrepreneurial thinking
Customer Implementation & Success
- Serve as an escalation point and trusted advisor during customer implementations
- Conduct customer discovery sessions to understand business operations, goals, and workflows
- Guide customers through implementation, testing, training, and go-live activities
- Partner with customers to design AI-driven voice workflows and conversational experiences
- Manage implementation timelines, deliverables, and customer expectations
- Ensure successful adoption and long-term customer satisfaction
Technical Solution Delivery
- Configure and deploy AI-powered voice agents and automation workflows
- Collaborate with Engineering and Product teams to resolve technical issues and improve platform functionality
- Assist with low-level troubleshooting and escalation management when needed
- Support development of implementation templates, workflow frameworks, and operational playbooks
- Stay current on emerging AI technologies, conversational AI trends, prompt engineering techniques, and automation best practices
Cross-Functional Collaboration
- Partner closely with Sales teams throughout customer onboarding and handoff processes
- Provide customer feedback to Product and Engineering teams
- Help shape implementation strategy as the product evolves and scales
- Contribute to operational improvements that increase implementation efficiency and customer success