Leads the design, deployment, launch, and ongoing operation of complex payer programs. Translates healthcare plan priorities into agentic workflows, manages campaign quality and nurse-supported operations, guides customer stakeholders, and builds the deployment team, playbooks, metrics, and escalation processes needed to scale reliably. Partners with clinical, product, engineering, and executive teams to improve outcomes, compliance, member experience, and operational performance.

Investigate voice AI campaign and platform issues by analyzing calls, transcripts, logs, configurations, and integration data. Reproduce and document bugs, triage root causes, perform pre-launch and ongoing conversation QA, and develop test plans, regression suites, quality metrics, and automation. Collaborate with engineering, deployment, clinical, and nursing teams to improve agent behavior, workflows, handoffs, scheduling, and outcome capture.