Build and launch agents. Configure the agent for each client’s use case: the prompt, the call flow, the transfer and escalation logic, the guardrails, the SMS fallback. Test it against real scenarios before a single member hears it.
Own the integration surface. Work with the client’s technical team to define the data spec, map fields from their core banking system, set up file delivery, and confirm that what comes back to them is what they need. When the file is malformed on a Tuesday morning, you are the one who finds out why.
Read the logs and fix what you find. When an agent goes silent, interrupts a member, or takes too long to answer, you diagnose it from the call logs and the data. You will run SQL against call health, isolate the failure, and either fix it or hand engineering a precise repro.
Own the outcome after launch. Launch is the midpoint, not the finish line. You align on success criteria before kickoff, then run optimization cycles on prompts, timing, and flow until the client’s targets are met and hold.
Run the client relationship at the operator level. Weekly calls with the people who own the contact center and the outcomes. You explain what the agent did and why, in language that makes sense to someone who does not think about LLMs for a living.
Make the next deployment faster. Turn what you learn into templates, checklists, and documentation. The goal is that deployment twenty takes a fraction of the effort deployment one did.
Feed the product. You are closer to production than anyone building the platform. What you bring back changes what gets built.