Implementation Manager For Ai Phone Banking

We are searching for an Implementation Manager for AI Phone Banking.

Voice AI through the telephone provides critical strategic advantages to Eltropy and immense value to our financial-institution customers in the US. The ideal candidate is a Voice AI implementation expert in a phone-banking or core banking software company.

Role & Responsibilities:

• Implement Voice AI Agents for phone banking for US financial institutions

• • configure and build Voice AI agents in Voiceflow
  • use APIs to enable, test and troubleshoot authentication and authenticated intents that enable callers to transact with their financial accounts using only their voice through the phone
  • use SIP to receive and transfer calls between telephony platforms
  • extract financial institutions’ core banking system configuration details efficiently using forms, questionnaires and automation
  • port telephone numbers and work with carriers to ensure proper call forwarding
  • lead customer testers through the process of acceptance-testing their Voice AI Agent, ideally using AI tooling to accelerate the testing process
  • improve and maintain Voiceflow “template” projects for team members to reuse
  • accelerate implementations by developing and using AI, automation and documentation
  • troubleshoot implementation issues in concert with other technical experts and drive fixes needed for go-lives

• Educate customers and colleagues on financial service use-cases and key implementation and testing requirements

• • • Explain key technical components - flows, SIP integrations, APIs - to telephony / voice administrators and service providers
    • Explain core banking system integration requirements to core administrators at financial institutions

• Improve the product

• • • Drive onboarding customers’ product-, technology- and service needs internally within Eltropy to ensure on-time go-lives
    • During implementation, advocate internally on behalf of the customer to ensure that the agent- and caller experience is simple, effective, intuitive, user-friendly and flawless

• Ensure information security

• • Adhere strictly to Eltropy’s policies and procedures related to security, confidentiality, availability and privacy
  • Attend all trainings and awareness sessions related to security
  • Report security events and incidents promptly through available channels of Eltropy
  • Adhere to approval and authorization processes while handling, accessing, sharing, storing or processing Eltropy’s confidential information or data or personal data or customer information
  • Responsibly and accountably handle sensitive information, protect access credentials, and manage data and information

What You Offer:

• 5+ years experience and success examples leading customers through phone-banking implementation projects, especially using Voice AI
• Implementation experience integrating to core banking systems (Symitar, Corelation, DNA, XP2) for phone banking and/or online banking
• Experience integrating to CCaaS (Genesys, NICE, Five9, Talkdesk or equivalent) systems using SIP and APIs
• AI Voice (Virtual Agent) conversation design expertise and experience in VoiceFlow or equivalent tools
• Financial Services SaaS - experience running up to 20 concurrent implementations
• Banking or credit union experience
• IT networking experience

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Authorization to work in the United States is required.