Implementation Engineer

Senior Implementation EngineerLevel AI is a leading provider of cutting-edge SaaS solutions, specializing in artificial intelligence software for the modern Contact Center. We are seeking a highly motivated and versatile SaaS Instance Setup Coordinator to join our team remotely from overseas. In this role, you will play a crucial part in ensuring the successful setup and deployment of prospect and customer SaaS instances, acting as a bridge between technical implementation and customer satisfaction. If you're a proactive individual with strong technical acumen, project management skills, and a knack for client interactions, we want to hear from you.

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.

Qualifications:

• 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.

• 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.3+ years of experience in development, integration engineering, or SaaS/cloud-hosted solutions.

• Bachelor’s degree in Computer Science, MIS, or a related field (preferred).Excellent troubleshooting, problem-solving, and analytical skills.

• Strong presentation and interpersonal skills, with the ability to build trust with customers and internal stakeholders.