Solutions Engineering Lead, AI

ModMed; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

ModMed is seeking an experienced Solutions Engineer to tailor AI-assisted patient scheduling for medical practices. You will run discovery with practice stakeholders, translate needs into agent behavior, and validate changes with real scenarios before go-live.

You will also ensure safety rules, support launches, and report on outcomes for continuous improvement. You will work closely with product, engineering, onboarding, and telephony teams, shaping how scheduling AI handles appointments,

Qualifications

• 5+ years in solutions engineering, implementation, or technical consulting for a software product.
• Experience shaping AI or conversational behavior and testing changes.
• Strong customer-facing skills and ability to run requirements conversations.
• Comfort with data, scheduling systems, and EHRs.
• Good judgment about risk in health contexts.

Responsibilities

• Understand the practice by running discovery with owners, managers, and staff to map current scheduling and handoffs.
• Translate requirements into agent behavior: rules, scripts, tone, escalation, and practice-specific answers.
• Test before shipping: build scenarios, run transcripts, and demonstrate handling of tough cases.
• Maintain safety:** ensure identity verification, AI disclosure, emergency redirection, and no dead ends.
• Support launch and first weeks: assist onboarding and telephony, review conversations, and fix gaps.
• Report on results: help customers read booked appointments, calls, texts, and drop-offs.
• Feed the product: capture common requests and gaps for engineering input.
• Build the practice and the team: create discovery templates, change processes, and mentor future engineers.

Skills

Solutions engineering

Implementation

Technical consulting

Customer skills

APIs

Log files

EHR systems

Tools

APIs

Log analysis

EHR systems

Job description

We build AI agents that handle patient scheduling for medical practices: booking, rescheduling, cancelling, and answering common questions, by text and by phone. Every practice runs differently. They have different providers, appointment types, rules about who can be seen for what, and ways they want patients spoken to.

You are the person who makes the agent fit each practice. You talk to customers, work out what they actually need, and change the agent's instructions to match, then prove the change works before it goes live.

You are our first Solutions Engineer. You will do the work yourself, set up how we do it, and, as we grow, hire and lead a team.

What you will do

• 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.

What you bring

• 5+ years in solutions engineering, implementation, or technical consulting for a software product sold to businesses. Healthcare or a practice-management setting is a strong plus.
• Experience shaping AI or conversational behavior. 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.
• Strong customer skills. You can run a requirements conversation with a non-technical practice manager, ask the question behind the request, and say no clearly and kindly.
• Comfort with data and systems. 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.
• Good judgment about risk. Patients, health information, and clinical situations are involved. You know when to stop and elevate.
• A builder's mindset. You are comfortable being an individual contributor on day one and have the leadership skills to build a team.

Nice to have

• 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.

Working with us

You will work with product, engineering, onboarding, and telephony. You will not build the agent platform or the phone connections. You will make each customer's agent work the way their practice needs it to.