Implementation Engineer (Remote)

Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry.

About the Role: As an Implementation Engineer, you will serve as a technical escalation point and subject matter expert for both the Customer Delivery team and the Sales team. You will help both customers and prospects see how the Level AI platform can be configured and integrated with their systems to achieve their business goals.You will be responsible for understanding the architecture of the Level AI platform and how it can be integrated with different varieties of systems.

- Clearly communicate Level AI’s infrastructure and technology to prospects, customers, and internal teams, tailoring the level of detail to the audience’s technical expertise.

- Spearhead technical discussions with customers in partnership with the delivery 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.

- Assist during the onboarding process by managing program tasks related to technical configurations, including telephony system integrations and data integration (both API-based and SFTP-based)

- 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.

- Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to  meet their needs

- Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.

- Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.

- Bachelor's degree in Computer Science, Information Systems related field OR equivalent experience

- 3+ years of experience in a hands on technical role 1+ years of experience in development, integration engineering, or SaaS/cloud-hosted solutions.

- Strong technical background with experience interacting with APIs and using cloud services

- Experience with integrating with CRMs such as Salesforce

- Ability to translate complex concepts into  actionable items to  non-technical stakeholders

- Strong communication skills in English (both written and verbal).

- Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges

- Proficiency in programming languages such as Python and JavaScript for process automation.

- Excellent troubleshooting, problem-solving, and analytical skills.

- Quick learner who can rapidly adapt to new software, including Level AI and industry-specific tools used by customers.

- Experience in Professional Services or Customer Delivery implementing Virtual Agents for Enterprise customers

- Experience with intent-based and generative artificial intelligence

- Comfortable working  in EST hours( 3:30 AM IST)

Optional Requirements :

Experience with Telephony Systems such as AWS Connect, Five9 and Genesys.