About YuVerse
YuVerse is a fast-growing AI technology company delivering cutting-edge voice bot and conversational AI solutions that help enterprises automate customer interactions, boost revenue, and drive operational efficiency. We work with leading brands across non-banking sectors to reimagine how businesses communicate at scale.
Role Overview
As a Technical Account Manager (AI) for YuVoice, you will be the primary technical bridge between our enterprise clients and our internal engineering and delivery teams. You aren't just managing a relationship; you are the architect of the customer's success. You will lead the solutioning of bespoke voice agents, oversee the lifecycle of voice agent development, and ensure that our omnichannel AI powered by YuOrch and YuCamp delivers high-performance results.
Key Responsibilities
1. AI Solution Architecture & Bot Development
- Lead post-sales technical discovery sessions to define conversation workflows and bot personalities.
- Collaborate with the Voice Agent Development Team to translate client business requirements into technical specs for ASR, TTS, and LLM configurations.
- Oversee the end-to-end bot lifecycle: from initial prompt engineering and workflow design to QA handoff and production deployment.
2. Delivery Management
- Coordinate with the Delivery Team to navigate legal approvals and integrate third-party vendors (WhatsApp, SMS, Telephony).
- Ensure DevOps alignment for seamless deployments and version control of bespoke agents.
3. Campaign & Operational Excellence
- Partner with the Campaign Execution Team to ensure client data files are correctly ingested into YuCamp for outbound batches.
- Monitor bot performance post-go-live, working with the Auditing Team to refine LLM accuracy and user experience based on real-world call data.
4. Technical Stewardship & Observability
- Manage the Unit Economics of the account, specifically monitoring LLM costs and third-party API usage (ASR/TTS).
- Utilize Agent/LLM Observability tools to proactively identify hallucinations, latency issues, or telephony drops before the client notices.
- Work with Data Engineering to ensure the Client Reporting Portal reflects the KPIs that matter most to the stakeholder.
Required Skills & Experience
- The AI Stack: Familiarity with LLMs, ASR/TTS (e.g., Deepgram, Azure, ElevenLabs), and VAD (Voice Activity Detection) logic.
- Telephony & Messaging: Familiarity with SIP, RTP, and CPaaS providers (e.g., Twilio, Vonage) and omnichannel integrations (WhatsApp/SMS).
- Project Leadership: Ability to manage multiple bespoke builds simultaneously without losing sight of the technical details.
- Analytical Rigor: Comfortable looking at call logs and audit reports to identify why a bot failed a specific intent or why latency spiked.
