Implementation Engineer (Remote)

📋 Description

• • Join Level AI, a rapidly growing Series C startup headquartered in Mountain View, California, and be at the forefront of revolutionizing customer engagement. Founded in 2019, Level AI is transforming contact centers into strategic assets through its AI-native platform. We leverage cutting-edge technologies, including Large Language Models, to extract profound insights from customer interactions, empowering organizations to elevate their customer experience and accelerate growth. Our platform is consistently updated with the latest AI innovations, positioning Level AI as the most adaptive and forward-thinking solution in the market.
• • As an Implementation Engineer, you will play a pivotal role as a technical escalation point and a subject matter expert, serving both our Customer Delivery and Sales teams. Your primary mission will be to guide prospective and existing customers in understanding how the Level AI platform can be expertly configured and seamlessly integrated with their existing systems to achieve their unique business objectives. This involves a deep dive into the architecture of the Level AI platform and its versatile integration capabilities with a wide array of systems.
• • You will be instrumental in clearly articulating Level AI's infrastructure and technological capabilities to a diverse audience, including prospects, customers, and internal teams. This communication will be meticulously tailored to match the technical expertise of each audience, ensuring clarity and comprehension at all levels.
• • Spearhead critical technical discussions with customers, working in close partnership with the delivery team. Your support will be crucial for both pre-sales and post-sales activities, ensuring a smooth and technically sound customer journey.
• • Develop and architect tactical solutions specifically designed for strategic customers. These solutions will focus on optimizing their setup and workflows within the Level AI platform, maximizing efficiency and value realization.
• • Collaborate extensively with Sales Engineers and the broader engineering team to conceptualize and build robust proof-of-concept (POC) solutions. These POCs will vividly demonstrate the tangible value and potential of Level AI integrations for our clients.
• • Play a key role during the customer onboarding process by meticulously managing program tasks related to technical configurations. This includes critical integrations with telephony systems and comprehensive data integration, supporting both API-based and SFTP-based data flows.
• • Provide expert support and optimization for the integration of various telephony platforms, such as Twilio, Genesys, Five9, or similar solutions, with Level AI's advanced offerings.
• • Efficiently manage and implement secure SFTP file transfers, which are essential for supporting customer workflows and ensuring the utmost integrity and security of their data.
• • Develop a thorough understanding of client technical requirements. This may involve leading in-depth technical discovery sessions to ensure our AI-powered customer support solutions are precisely configured to meet and exceed their specific needs.
• • Foster strong collaboration with internal teams, including Sales, Product, Engineering, and Customer Support. Your input will be vital in addressing client needs effectively and resolving complex technical issues with agility.
• • Cultivate and maintain an in-depth, expert-level understanding of our AI-powered customer support solutions. You will be the go-to person for effectively communicating intricate technical information to clients in an accessible manner.
• • Contribute to the continuous improvement of our implementation processes and methodologies, sharing insights and best practices across the team.
• • Embrace an entrepreneurial and problem-solving mindset, proactively identifying and addressing challenges inherent in technical implementations.
• • Demonstrate adaptability and resourcefulness in tackling complex implementation scenarios, ensuring successful project outcomes.
• • Utilize your proficiency in programming languages like Python and JavaScript to automate processes and enhance implementation efficiency.
• • Apply your excellent troubleshooting, problem-solving, and analytical skills to diagnose and resolve technical issues swiftly and effectively.
• • Leverage your ability to learn quickly, rapidly adapting to new software, including the Level AI platform and industry-specific tools utilized by our diverse customer base.
• • Bring your experience in Professional Services or Customer Delivery, particularly in implementing Virtual Agents for Enterprise customers, to enhance our service offerings.
• • Apply your understanding of intent-based and generative artificial intelligence to better configure and leverage our AI solutions.
• • Be comfortable working within EST hours (3:30 AM IST) to ensure seamless collaboration with our US-based teams and customers.
• • This role offers a unique opportunity to be a key technical contributor in a fast-paced, innovative startup environment, directly impacting customer success and the growth of Level AI.