Implementation Engineer (Remote)

📋 Description

• • As an Implementation Engineer at Level AI, you will be at the forefront of revolutionizing customer engagement by transforming contact centers into strategic assets. You will play a pivotal role in ensuring our AI-native platform, powered by cutting-edge Large Language Models, is seamlessly integrated and configured to meet the unique business objectives of our diverse clientele. This is a unique opportunity to serve as a technical escalation point and subject matter expert, bridging the gap between our advanced technology and our customers' operational needs.
• • Your primary responsibility will be to empower both our Customer Delivery and Sales teams by providing deep technical expertise. You will guide prospects and existing customers through the intricate architecture of the Level AI platform, demonstrating precisely how it can be configured and integrated with their existing systems to unlock significant value and achieve their strategic goals. This involves a thorough understanding of our platform's capabilities and its adaptability to various technological landscapes.
• • You will be instrumental in spearheading technical discussions with customers, working in close partnership with the delivery team to support both pre-sales and post-sales activities. This includes translating complex technical concepts into clear, understandable terms for a variety of audiences, from highly technical IT professionals to business stakeholders.
• • A key aspect of your role will be to develop and propose tactical solutions tailored to strategic customers. You will analyze their current setups and workflows, identifying opportunities for optimization and innovation within the Level AI framework to enhance efficiency and effectiveness.
• • Collaboration is central to this role. You will work hand-in-hand with Sales Engineers and the broader engineering team to conceptualize, develop, and deliver compelling proof-of-concept (POC) solutions. These POCs will be critical in showcasing the tangible value and seamless integration capabilities of the Level AI platform, directly influencing customer adoption and satisfaction.
• • During the crucial onboarding process, you will manage program tasks specifically related to technical configurations. This includes, but is not limited to, the integration of complex telephony systems and the implementation of robust data integration strategies, encompassing both API-based connections and secure SFTP file transfers.
• • You will be responsible for supporting and optimizing the integration of various telephony platforms, such as Twilio, Genesys, Five9, or similar industry-standard solutions, with Level AI's advanced offerings. This requires a nuanced understanding of the telephony ecosystem and its interaction with AI-driven customer support tools.
• • The secure and efficient transfer of data is paramount. You will manage and implement secure SFTP file transfers, ensuring the integrity and reliability of data flows that underpin critical customer workflows.
• • A significant part of your role involves deeply understanding clients' technical requirements. This may necessitate leading in-depth technical discovery sessions to ensure that our AI-powered customer support solutions are meticulously configured to align perfectly with their specific needs and operational demands.
• • You will foster strong collaborative relationships with internal teams, including Sales, Product, Engineering, and Customer Support. This cross-functional synergy is essential for effectively addressing client needs, resolving complex technical issues, and driving continuous improvement of our platform and services.
• • To excel in this position, you must develop and maintain an in-depth, expert-level understanding of our AI-powered customer support solutions. You will then be expected to effectively communicate this technical knowledge to clients, empowering them to leverage the full potential of Level AI.
• • This role demands an entrepreneurial spirit, a proactive problem-solving attitude, and the ability to adapt and thrive in a dynamic, fast-paced startup environment. You will be a self-starter, resourceful in tackling implementation challenges and committed to delivering exceptional customer outcomes. Your ability to rapidly learn and master new software, including Level AI itself and industry-specific tools utilized by our customers, will be a key determinant of your success.