Note: The job is a remote job and is open to candidates in USA. ModMed is hiring its first Solutions Engineering Lead, AI, to tailor AI scheduling agents to medical practices. The role involves customer discovery, configuring and testing agent behavior, supporting launches, reporting results, and establishing processes while building and leading a solutions engineering team.
Responsibilities
- Understand the practice. Run discovery with practice owners, office managers, and front-desk staff. Find out how scheduling works today, which calls and texts they want the agent to take, and where it should hand off to a person
- Turn requirements into agent behavior. Write and edit the agent's instructions: appointment rules, scripts, tone, escalation conditions, and practice-specific answers. Know when a need is an instruction change, a setting, or something that needs engineering
- Test before you ship. Build test conversations from real scenarios, run them against the agent, and read the transcripts. Show the customer how the agent handles their hardest cases before launch
- Keep changes safe. Some behavior is fixed for every customer, including patient identity verification, AI disclosure, emergency redirection, and the rule that no patient reaches a dead end. Customize inside those limits, and explain them clearly when a customer asks to go past them
- Support launch and the first weeks. Work with onboarding and telephony on go-live. Review early conversations with the practice, find where the agent fell short, and fix it
- Report on results. Help customers read the results: appointments booked, calls and texts handed to staff, and where patients dropped off. Be honest about what the numbers do and don't show
- Feed the product. When several customers ask for the same thing, bring it to product and engineering with examples. Tell us which requests are one-offs and which are gaps in the product
- Build the practice and the team. Create the discovery template, the change process, and the library of common customer requests. As we grow, hire and coach other solutions engineers
Skills
- 5+ years in solutions engineering, implementation, or technical consulting for a software product sold to businesses
- You have written prompts or instructions for an AI agent, chatbot, or IVR, and you know their failure modes: inconsistency, over-promising, and ignoring rules
- You test your changes and don't rely on a good first try
- You can run a requirements conversation with a non-technical practice manager, ask the question behind the request, and say no clearly and kindly
- You can read conversation logs and basic reports, and you understand how scheduling systems and EHRs fit together
- You don't need to be a software engineer, but you aren't afraid of an API or a log file
- Patients, health information, and clinical situations are involved. You know when to stop and escalate
- You are comfortable being an individual contributor on day one and have the leadership skills to build a team
- Healthcare or a practice-management setting is a strong plus
- Experience with medical practice workflows, scheduling, or an EHR such as ModMed
- Experience with voice agents or call-center software
- Experience writing evaluations or test suites for AI systems
- Experience hiring and managing technical customer-facing teams
Company Overview
Company H1B Sponsorship