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Implementation Specialist

1 month ago

Toronto, Ontario, Canada Forethought Full time

At Forethought, we're revolutionizing the way humans interact with organizations. As a leading Generative AI company, we're committed to making every touchpoint faster and more intelligent. Our customer service solutions transform the customer experience, enabling seamless interactions at every stage of the support journey.

We're seeking a dedicated Implementation Engineer to join our dynamic team. As an Implementation Engineer, you'll play a critical role in the successful deployment and configuration of our projects, working closely with clients to understand their needs and requirements. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.

Key Responsibilities:

  • Lead the installation, configuration, and deployment of our solution according to client specifications and project timelines.
  • Conduct thorough assessments of client systems, workflows, and integrations to ensure seamless integration with our platform.
  • Work closely with clients to provide guidance, training, and support during the implementation process, ensuring a smooth transition and adoption of our solution.
  • Troubleshoot technical issues and resolve challenges encountered during the implementation phase, escalating to internal teams as needed.
  • Work on and train LLMs to enhance customer experience for clients.
  • Develop and maintain project documentation, including implementation plans, configuration guides, and training materials.
  • Coordinate with cross-functional teams, including Development, Customer Support, and Product Management, to address client needs and deliver customized solutions.
  • Provide regular updates and status reports to clients and stakeholders, ensuring transparency and alignment throughout the implementation lifecycle.
  • Act as a trusted advisor to clients, offering insights, best practices, and recommendations to optimize their use of our solution and maximize ROI.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
  • Proven experience in technical consulting, implementation, or deployment roles within the SaaS industry.
  • Strong understanding of software deployment methodologies, system integration, and configuration best practices.
  • Experience working with customer support tools such as ZenDesk, SalesForce, Shopify, or similar platforms is preferred but not essential.
  • Technical proficiency and ability to grasp complex concepts related to AI technology, APIs, and cloud-based solutions. Ideally experience with use/application of LLMs.
  • Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
  • Strong problem-solving skills and ability to adapt to evolving project requirements and priorities.
  • Experience with Sentry, Kibana or other error logging tools preferred.
  • Customer-focused mindset with a passion for delivering exceptional service and driving positive outcomes for clients.

What We Offer:

  • A chance to be an early member of a hyper-growth startup with equity to match.
  • An opportunity to help us define a new market within AI.
  • Ability to solve challenging problems with a world-class team.
  • A low ego company culture that is obsessed with feedback and helping each other grow.
  • A distributed team, with a flexible approach to work that allows you to choose how you best work.
  • Competitive medical, dental, and vision coverage.
  • Paid maternity, paternity & adoption leave.
  • Unlimited paid time off.