5655 Customer Service Agent Cross Functional Full Time jobs near me

Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

As a Technical Program Manager, FDE, you will oversee the implementation and long-term sustainment of AI Agent deployments for enterprise customers. You will manage cross-functional delivery programs from pilot through scale-up, ensuring customer success, operational excellence, and continuous improvement post-deployment. This role requires a blend of technical fluency, program management discipline, and stakeholder engagement. You will bridge engineering, product, and customer teams to deliver impactful AI solutions that integrate seamlessly into customer environments.

Program Leadership & Delivery

• Lead end-to-end implementation programs for AI Agent deployments – from scoping and planning to go-live and sustainment.
• Develop and execute detailed project plans, timelines, and success metrics aligned to customer goals.
• Oversee multiple concurrent implementations, ensuring on-time, in-scope, and high-quality delivery.

Implementation & Sustaining Engineering

• Manage technical onboarding, configuration, and integration activities in partnership with engineering and solution delivery teams.
• Establish repeatable deployment and maintenance processes for AI Agents in production.
• Lead continuous improvement cycles, including performance monitoring, issue resolution, and enhancement rollout.

Customer & Stakeholder Management

• Act as the primary liaison between customers, engineering, and product teams during the full lifecycle of AI deployments.
• Translate technical requirements into actionable plans for both customer and internal stakeholders.
• Ensure proactive communication, clear expectations, and a consistently high customer experience.

Cross-functional Collaboration

• Partner with Product and Engineering to feed customer insights into the roadmap.
• Support the creation of deployment playbooks, documentation, and best practices for the Implementation & Sustaining Engineering function.
• Collaborate with Customer Success and Support to ensure smooth handoffs and ongoing operational excellence.

We are an AI company, so you should approach your work with a growth mindset and look for ways to leverage AI to make faster, smarter decisions.

• 5–8 years of experience in program or project management within a technology, software engineering, or AI environment.

• Proven experience leading complex software implementation or systems integration programs.

• Strong understanding of the software development lifecycle and AI solution deployment (LLMs, RAG systems, prompt engineering, vector databases, etc.).

• Proficiency with project planning and collaboration tools (e.g., Jira, Asana, Smartsheet).

• Technical familiarity with Python, APIs, and enterprise systems (CRM, ERP, Service, or Developer platforms).

• Exceptional communication skills, able to engage confidently with both executives and engineers.

• Demonstrated ability to manage competing priorities in fast-moving environments.

What Success Looks Like in 3-6 Months

• Operational Readiness: Establish a standardized implementation framework for AI deployments.

• Customer Impact: Successfully deliver at least one full-cycle enterprise deployment demonstrating measurable business outcomes.

• Cross-functional Trust: Build strong relationships with Product, Engineering, and Customer Success teams.

• Sustainment Model: Define and implement a scalable sustaining engineering process that ensures uptime, quality, and continuous optimization.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.