2 months ago
Mumbai, IndiaStaff+
Responsibilities
- Understand customer businesses, call workflows, scripts, compliance constraints, telephony and dialer infrastructure, payment gateways, CRMs, and APIs.
- Create call-flow diagrams and interaction maps and translate ambiguous customer requirements into actionable engineering scopes.
- Own end-to-end delivery across multiple deployment phases while managing 4–6 concurrent deployments, milestones, and customer communications.
- Lead customer-facing calls from kickoff through go-live and coordinate internal teams to unblock delivery.
- Design happy-path, edge-case, and adversarial scenarios; conduct test calls with Agent Engineers; identify gaps; and validate agent performance.
- Track post-launch KPIs, manage production bugs, drive continuous improvement and phased expansion, and provide escalation support until handoff.
Requirements
- At least 2 years of experience in B2B SaaS, consulting, digital transformation, or technical deployments or implementations.
- Experience deploying or managing voice AI agents, conversational AI, or automation systems is preferred.
- Understanding of APIs and the ability to read a basic integration specification and hold credible technical conversations without being an engineer.
- Strong communication skills with the ability to work with executives, customers, operations, compliance, IT, technology teams, and engineers.
- Ability to anticipate problems, operate independently in ambiguity, and take high ownership.
- Experience working with or for North American customers is preferred; familiarity with US consumer finance or debt collection is a plus but not required.
Categories
Solutions Engineering
About Prodigal
Prodigal builds a SaaS AI platform for consumer finance lenders and debt-collection operations to analyze conversations, guide agents, and automate compliance and recovery workflows. The company serves enterprises across North America with products for speech analytics, interaction intelligence, and collections optimization. Founded in 2018 and headquartered in Mountain View, California, Prodigal is privately held.