Deployment Strategist

As a Deployment Strategist (DS) at Nebesta, you are the strategic pilot responsible for transforming our AI agents into an operational workforce for our clients.

Your mission isn't just to "launch" an agent; it's to achieve automation at scale. You are the guarantor of value: you determine which customer service workflows (refunds, cancellations, status requests) must be automated first and you steer the project until we deliver measurable impact (e.g., -40% in manual tickets, a 10x reduction in resolution time).

You are the orchestrator who bridges the client's Operations and Business teams with our engineers to ensure a fast and successful go-live.

About your responsibilities

Discovery & scoping

• Lead discovery workshops to map customer service processes (ticketing workflows, back-office procedures).

• Identify and quantify the highest-ROI use cases (e.g., "returns management," "billing inquiries," "KYC validation").

• Define a deployment roadmap of use cases, aligning both client expectations and internal constraints.

• Define success criteria and KPIs (e.g., Automatic Resolution Rate, CSAT, Average Handle Time).

Strategic solution architecture

• Translate business needs into a functional and technical AI agent architecture.

• Map the data flows and "actions" the agent must be able to perform (e.g., 'Click Refund' in their back-office, 'Validate ID' in their CRM).

• Define the integration blueprint with their ticketing tools (Zendesk, Intercom, Salesforce Service Cloud) and their back office.

Project management & governance

• Act as the primary point of contact for the client and the project driver internally.

• Build and maintain the deployment schedule, manage risks, and coordinate resources (especially assigning tasks to Forward Deployed Engineers/FDEs).

• Provide clear and regular reporting to all stakeholders (internal and external).

Adoption & change management

• Manage User Acceptance Testing (UAT) to validate the agent's response accuracy and action reliability.

• Measure post-launch impact and build business reviews with the Customer Success Manager.

• Monitor performance (volumes, coverage, escalations, quality, satisfaction…) and develop action plans to remedy any issues.

• Manage change with existing customers (new intents, changes in SOPs…)

• Develop business opportunities with existing customers: 

  • Find new intents to automate

  • Develop network with clients 

What we are looking for

• Experience: 4+ years of experience in a similar role (Technical Consultant, Solutions Architect, Technical Project Manager, Implementation Manager) within a B2B SaaS company or a tech consultancy.

• Dual expertise: You possess both strong technical literacy AND an excellent understanding of business challenges.

• Conceptual technical mastery: You have a deep understanding of LLMs and Agentics that gives you total autonomy to change and adapt prompts. Having managed AI deployment projects is a plus.

• AI tools: You are a keen user of AI in your current occupation and / or for personal purposes.

• Project Management: Proven mastery of complex project management, from planning to risk management.

• Client-facing poise: Excellent communication, ability to lead workshops, simplify complex concepts, and manage C-level relationships.

• Languages: Full professional proficiency in English. (French is a strong plus).

Benefits

• Competitive salary: Adjusted based on your experience.

• Hybrid mode: blending high-energy team collaboration and active client engagements while protecting your deep-focus time with some work from home.

• Professional growth: Unmatched opportunities for continuous learning, mentorship, and career advancement alongside a world-class team.