Customer Implementation Manager, AI Solutions

Redefine the future of customer experiences. One conversation at a time.

At Nextiva were reimagining how businesses connect bringing together customer experience and team collaboration on a single conversation centric platform. Powered by AI driven by human innovation.

Our culture is forward thinking customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether its through our signature Amazing Service the technology we create or the experiences we cultivate connection is at the core of who we are.

If youre ready to collaborate with incredible people make an impact and help businesses everywhere deliver truly amazing experiences this is where you belong.

Location:This is an onsite role based at Nextivas Scottsdale headquarters (9451 de Ventura Scottsdale AZ 85256). Working together onsite strengthens how weoperate enabling faster decisions clearer communication and stronger execution so you can make a greater impact and move work forward with speed and clarity.

In-Office Expectation:This role is expected to work onsite 4-5 days per week. Specific scheduling and flexibility will be guided by your leader to support both team collaboration and individual productivity.

Role/Team Summary

At Nextiva we build technology that helps businesses create amazing customer experiences. Our AI-powered customer experience platform brings together voice messaging automation and intelligence to help organizations work smarter and serve customers better.

As a Customer Implementation Manager AI Solutions youll lead our U.S.-based AI Implementation team while remaining deeply involved in customer deployments. This is a true player-coach role where youll guide a team of implementation specialists while working directly with customers to transform business requirements into production-ready AI solutions.

Youll configure AI workflows refine prompts design conversational experiences and help customers realize value from day one. At the same time youll coach your team establish implementation best practices and build the processes that will scale our AI implementation organization.

Working cross-functionally with Sales Customer Success Product Engineering and our implementation team in India youll play a key role in shaping how customers adopt Nextivas AI platform.

What Youll Do

Deliver Customer AI Implementations

• Partner with Sales through customer handoffs following solution purchase.

• Lead customer discovery sessions to understand business goals workflows and implementation requirements.

• Translate customer requirements into scalable AI solution designs.

• Configure AI Employees prompts workflows routing logic and automation within the Nextiva platform.

• Design deterministic conversation flows that deliver reliable predictable customer experiences.

• Configure greetings business hours routing transfers and AI-powered customer interactions.

• Configure prebuilt tools APIs and platform integrations to support customer use cases.

• Evaluate AI outputs refine prompts and iterate on workflows to improve quality accuracy and customer outcomes.

• Test AI prompts workflows and customer experiences before deployment.

• Train customers to successfully manage and optimize their AI solutions.

• Drive customer adoption successful go-lives and faster time-to-value.

• Manage complex implementation issues and customer escalations while maintaining an exceptional customer experience.

Lead and Develop the Team

• Lead coach and develop a team of approximately 10 AI Implementation Specialists.

• Provide regular coaching mentoring and career development.

• Review implementation quality customer outcomes and technical solution design.

• Balance team workloads while remaining actively engaged in customer implementations.

• Foster a culture of technical excellence collaboration and continuous learning.

Provide Technical Leadership

• Establish prompt engineering and AI workflow best practices across the implementation team.

• Review AI configurations for quality consistency scalability and customer outcomes.

• Coach implementation specialists on conversational design prompt optimization workflow automation and implementation strategy.

• Guide the team in translating business requirements into production-ready AI workflows using modern large language models and automation tools.

• Troubleshoot complex implementation challenges involving AI workflows APIs and integrations.

• Partner with Product and Engineering to share customer feedback and influence future platform capabilities.

• Stay current on emerging AI technologies and implementation best practices helping the team continuously improve how AI solutions are delivered.

Improve Implementation Operations

• Build scalable onboarding processes from Sales through Implementation.

• Develop implementation playbooks documentation and technical standards.

• Identify opportunities to improve implementation quality speed customer adoption and operational efficiency.

• Partner across Sales Customer Success Product Engineering and IT to continuously improve the customer onboarding experience.

About You

Youre equally comfortable leading people solving technical problems and working directly with customers. You enjoy translating business requirements into practical AI solutions and thrive in fast-paced environments where technology and customer experience intersect.

You have:

• Bachelors degree in Computer Science Engineering Information Systems or a related field or equivalent practical experience.

• 6 years of experience in SaaS implementation solutions engineering technical consulting AI implementation customer onboarding or Customer Success Engineering.

• 2 years leading technical implementation or customer-facing teams.

• Experience leading enterprise customer implementations from discovery through deployment.

• Experience implementing AI-powered customer solutions using large language models and workflow automation.

• Strong understanding of prompt engineering and how prompt design influences AI behavior.

• Experience configuring conversational AI AI assistants workflow automation or similar AI platforms.

• Experience evaluating AI outputs through testing iteration and continuous improvement.

• Working knowledge of APIs SaaS integrations and modern cloud applications.

• Familiarity with modern LLM platforms such as GPT Claude Gemini or Llama.

• Ability to translate business requirements into scalable AI workflows and customer solutions.

• Strong communication and presentation skills with technical and executive stakeholders.

• Comfortable balancing technical implementation work with people leadership.

• Experience supporting SMB or Mid-Market customers is preferred.

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity andsimplicity to ambiguity challenge the status quo and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically learning and improving as they go.
• Critical Thinker: Data-drivenforward-thinkingindividuals who identify key drivers anticipate risks and deliver clear recommendations. They confidently leverage AI and automation to reduce friction improve decision-making and focus on higher-value work.
• Right Attitude: Collaborative competitive and resilient team players who jump in to solve tough problems learn from setbacks and foster a culture of service respect andcarefor customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.

• Health: Multiple health plan options to suit your needs including medical dental vision and telemedicine coverage
• Insurance: Life disability and supplemental indemnity plans
• Work-Life Balance: Flexible Time Off for salaried employees PTO for hourly employees Paid Sick Time Paid Parental Bonding Leave and holiday pay
• Financial Security: 401(k) with company match Health Savings Accounts with company contributions Dependent Care FSA
• Wellness: Employee Assistance Program (EAP) and comprehensive wellness initiatives
• Growth: Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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Founded in 2008 Nextiva has grown into a global leader trusted by over 100000 businesses and 1M users worldwide. Headquartered in Scottsdale Arizona and with teams across the globe were the future of customer experience and team collaboration through our AI-powered conversation-centric platform.

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