Implementation Engineer

Summary

Join Level AI, a leading provider of AI software for contact centers, as a remote Senior Implementation Engineer. You will be responsible for setting up and deploying SaaS instances for prospects and customers, bridging technical implementation and customer satisfaction. This role requires strong technical skills, project management abilities, and excellent client interaction. You will oversee the entire implementation process, manage technical configurations, and serve as a technical escalation point. Collaboration with internal and external teams is crucial. The ideal candidate possesses strong technical expertise and experience in SaaS implementation.

Requirements

• Proficiency in programming languages such as Python and JavaScript for process automation
• Experience working with cloud computing platforms like AWS
• Familiarity with telephony systems and contact center technologies (e.g., PBX systems , VoIP , CTI , Twilio , Genesys , or similar platforms)
• Experience implementing and managing SFTP transfers and related secure data exchange processes
• Proven ability to design processes for data cleansing and data normalization
• Exceptional communication skills, with the ability to explain technical concepts to non-technical audiences
• Strong self-motivation and ability to operate independently without frequent supervision
• 3+ years of experience in development, integration engineering, or SaaS/cloud-hosted solutions
• Excellent troubleshooting, problem-solving, and analytical skills
• Strong presentation and interpersonal skills, with the ability to build trust with customers and internal stakeholders

Responsibilities

• Clearly communicate Level AI’s infrastructure and technology to both customers and internal teams, tailoring the level of detail to the audience’s technical expertise
• Oversee the planning, tracking, and completion of the customer implementation process, including all technical configurations
• Identify and address implementation and configuration risks by coordinating with cross-functional teams to mitigate and resolve issues efficiently
• Serve as the technical escalation point and subject matter expert for the team
• Spearhead technical discussions with customers in partnership with the success team, supporting both pre- and post-sales activities
• Develop tactical solutions for strategic customers to optimize their setup and workflows within Level AI
• Collaborate closely with Sales Engineers and the engineering team to create proof-of-concept (POC) solutions that showcase the value of Level AI integrations
• Drive the onboarding process by managing program tasks related to technical configurations, including telephony system integrations and SFTP data transfers
• Support and optimize the integration of telephony platforms (e.g., Twilio, Genesys, Five9, or similar) with Level AI’s solutions
• Manage and implement secure SFTP file transfers to support customer workflows and ensure data integrity

Preferred Qualifications

• Experience in SaaS or Enterprise data integration is a significant advantage
• A proven track record of managing and delivering successful technical projects
• Quick learner who can rapidly adapt to new software, including Level AI and industry-specific tools used by customers
• Bachelor’s degree in Computer Science, MIS, or a related field