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Serve as a hands-on technical resource for complex customer programs, translating business requirements and solution designs into executable implementation activities.
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Configure, test, validate, and document customer-specific solutions across supported products and services while ensuring alignment with technical architecture and program milestones.
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Identify technical blockers, risks, dependencies, and implementation gaps early, and develop practical solutions when standard configurations do not fully meet customer requirements.
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Build and maintain lightweight scripts, technical workarounds, proofs of concept, utilities, and tailored solutions using appropriate technologies.
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Support customer testing, user acceptance testing, production readiness, launch, and post-launch stabilization, taking ownership of assigned technical deliverables through completion.
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Design, configure, test, and troubleshoot integrations between enterprise platforms and customer or third-party systems using REST APIs, HTTP, JSON, webhooks, authentication mechanisms, and structured data.
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Analyze API requests and responses, validate endpoint behavior, troubleshoot integration failures, and document requirements, mappings, dependencies, assumptions, and limitations.
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Read, understand, troubleshoot, and modify application, integration, and sample code using technologies such as Python, JavaScript, and HTML.
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Review code and technical implementations to identify issues involving parameters, authentication, data transformation, endpoint usage, configuration, error handling, and application logic.
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Analyze application, platform, API, and integration logs to diagnose complex issues, correlate events across systems, develop technical hypotheses, reproduce problems, and determine root causes where possible.
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Clearly document technical findings, reproduction steps, observed and expected behavior, diagnostic evidence, and recommended remediation, preparing high-quality escalations when deeper engineering support is required.
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Configure and optimize AI-powered customer experiences by developing prompts, testing responses, establishing validation scenarios, and improving accuracy, relevance, consistency, safety, and adherence to business requirements.
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Evaluate the probabilistic behavior of generative AI systems, identify limitations and edge cases, and refine prompts, instructions, context, workflows, and guardrails.
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Design and configure virtual-agent experiences by translating business processes into conversational workflows involving intents, entities, parameters, routing, APIs, webhooks, error handling, escalation paths, and live-agent handoffs.
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Test conversational experiences across expected scenarios and edge cases, troubleshoot virtual-agent behavior using logs and session data, and validate production readiness.
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Act as a trusted technical resource for customers, partners, developers, architects, administrators, IT teams, contact center teams, and business stakeholders throughout assigned engagements.
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Participate in technical discovery, implementation, troubleshooting, readiness, and launch sessions while communicating technical concepts clearly to both technical and non-technical audiences.
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Partner with program managers, solution architects, product teams, engineering, and customer support to resolve blockers, manage dependencies, and ensure successful customer outcomes.
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Maintain visibility into technical deliverables, risks, dependencies, decisions, and outstanding issues, providing accurate status updates and proactively escalating timeline-impacting concerns.
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Identify recurring deployment challenges and develop reusable scripts, integration patterns, technical templates, troubleshooting guides, documentation, and automation opportunities.
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Share lessons learned across the engineering organization and provide structured feedback to Product and Engineering teams regarding recurring implementation challenges, product gaps, and opportunities for improvement.
Requirements:
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Bring at least 3 years of experience in a technical customer-facing role such as Technical Implementation, Professional Services, Solution Engineering, Integration Engineering, Deployment Engineering, Technical Support, Solution Architecture, Technical Consulting, or Software Development.
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Demonstrate experience working with complex enterprise software deployments, implementations, integrations, or customer-specific technical solutions.
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Have working knowledge of Python, JavaScript, and HTML, with the ability to read, understand, troubleshoot, and modify lightweight code and scripts.
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Demonstrate hands-on experience with REST APIs, HTTP, JSON, webhooks, authentication, request and response payloads, and API integrations.
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Be comfortable testing and troubleshooting API endpoints and diagnosing issues across integrated software systems.
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Have the ability to read and interpret application, platform, API, and integration logs and use technical evidence to identify likely causes of issues.
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Demonstrate strong troubleshooting, analytical reasoning, and root-cause analysis skills, including the ability to work systematically when the solution is not immediately obvious.
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Be capable of translating customer requirements into concrete technical implementation activities and practical solutions.
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Possess excellent written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
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Have experience collaborating directly with customers, partners, engineers, architects, administrators, and business stakeholders.
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Demonstrate strong organizational skills, attention to detail, and the ability to manage multiple technical priorities and customer engagements simultaneously.
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Take ownership of technical problems through resolution and remain accountable for assigned deliverables.
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Be comfortable working independently and navigating ambiguous situations that require judgment, investigation, and creative problem solving.
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Collaborate effectively across engineering, product, support, professional services, solution architecture, and other customer-facing teams.
Preferred Qualifications:
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Experience with Contact Center as a Service, customer experience platforms, or enterprise contact center technologies.
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Experience with conversational AI, generative AI, large language models, or AI-powered customer experiences.
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Experience designing or implementing virtual agents, chatbots, voice bots, or automated customer-service workflows.
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Experience with prompt engineering, AI response validation, or LLM testing.
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Experience with CRM, contact center, telephony, or enterprise application integrations.
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Experience with webhooks, event-driven integration patterns, and API testing tools.
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Familiarity with observability, application logging, monitoring, or diagnostic platforms.
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Familiarity with cloud platforms, cloud-native development environments, Git, and other version-control systems.
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Experience working in SaaS, Professional Services, Implementation Services, Solution Engineering, or Forward Deployed Engineering environments.
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Experience developing technical proofs of concept, reusable integration patterns, customer-specific solutions, or deployment tooling.
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Experience collaborating with Product Management and Product Engineering to identify product gaps or escalate confirmed defects.
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Understanding of software development lifecycle concepts across development, testing, staging, and production environments.
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Familiarity with authentication, authorization, configuration management, and basic application security practices.
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Experience supporting enterprise customers in technically complex or high-touch environments.
Benefits:
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Competitive annual compensation ranging from $85,000 to $140,000 CAD, with placement within the range based on factors such as geographic location, experience, education, and skill level.
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Fully remote position based in Canada.
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Opportunity to work at the intersection of software engineering, customer experience, AI, integrations, and enterprise technology.
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Hands-on exposure to complex customer deployments and technically challenging implementation projects.
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Opportunity to work with APIs, cloud-native platforms, conversational AI, virtual agents, and AI-powered customer experiences.
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Cross-functional collaboration with engineering, product, support, professional services, solution architecture, and customer teams.
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Opportunity to build reusable technical solutions, automation, documentation, and deployment practices that can influence future customer programs.
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Comprehensive benefits including medical, dental, and vision coverage, a 401(k) plan, and wellness benefits.
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Collaborative and inclusive environment focused on innovation, creative problem solving, and strong customer relationships.
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Opportunity to contribute directly to the evolution of modern AI-powered customer experience and contact center technology.