Customer Implementation Manager, AI Solutions

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re 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 it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re 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 Nextiva’s Scottsdale headquarters (9451 E. Via de Ventura, Scottsdale, AZ 85256). Working together onsite strengthens how we operate, 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 , you'll lead our U.S.-based AI Implementation team while remaining deeply involved in customer deployments. This is a true player-coach role where you'll guide a team of implementation specialists while working directly with customers to transform business requirements into production-ready AI solutions. You'll configure AI workflows, refine prompts, design conversational experiences, and help customers realize value from day one. At the same time, you'll 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, you'll play a key role in shaping how customers adopt Nextiva's AI platform. What You'll 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 wor…