Implementation Manager

## The Role

We're hiring an **Implementation Manager** to own the first 90 days of every new Balto customer, from signed contract to a floor full of agents getting live guidance on real calls. You'll run the technical onboarding: scope the call flows, configure the playbooks, wire up the telephony and CCaaS integration, and stand with the customer on go-live day. This is the role that decides whether Balto becomes part of how a contact center runs or just another tool someone bought.

## What You'll Do

- Own the deployment from kickoff to go-live: project plan, integration, playbook configuration, agent rollout, and the handoff to Customer Success
- Translate a customer's call flows and compliance requirements into working real-time guidance, so the right prompt shows up at the right moment on a live call
- Coordinate across the customer's telephony, IT, and contact-center ops teams, plus our engineering and sales, to keep a multi-team rollout moving
- Run the go-live: sit with supervisors and agents, watch the first guided calls, and tune the playbooks against what actually happens on the floor
- Catch the friction early and feed it back to product, since you see every rollout pattern before anyone else does

## What We're Looking For

- Experience owning technical implementations or onboarding for a B2B software product, ideally one that touches a live operational workflow
- Comfort coordinating a rollout across customer stakeholders who don't report to you, and keeping a hard go-live date honest
- You can read a contact center's call flow and map it to a configuration, then explain that config to a non-technical ops lead without losing them
- Calm under a launch: when the first day on the floor gets messy, you're the steady one

## Strong Advantages

Nice-to-haves, not strict requirements.

- Hands-on time with contact-center or CCaaS platforms (NICE, Genesys, Five9, RingCentral, Talkdesk) or telephony integrations
- You've implemented real-time, agent-facing, or QA software where adoption on the floor was the whole ballgame
- Background in contact-center operations, so you've stood where the agents stand

## Why This Role Is Special

Balto's whole promise is that AI and agents work the same call together, in real time. Implementation is where that promise gets proven or lost. You're not configuring a dashboard someone checks weekly; you're changing what an agent hears in their ear on a live customer call. When a rollout lands, you can hear it in the next week of calls.

## Location

Remote in the US. Some travel to customer sites for larger go-lives.

## Next Steps

Tell us about one rollout you owned and how you knew it stuck. We care more about how you drive a launch than about a tidy resume.