Implementation Engineer

At DigitalGenius, we are redefining customer experience using AI-driven solutions for e-commerce brands. Our innovative approach combines advanced technology with seamless integration to optimize customer interactions. We are a vibrant team based globally, with offices in London and New York, and we're on a mission to lead the industry in AI-powered customer service.

As an Implementation Engineer at DigitalGenius, you will play a crucial role in driving the successful implementation of our AI-powered solutions for our clients. Reporting into the Implementations Team, you'll work closely across with the Commercial and Customer Success teams to onboard customers into the DigitalGenius Platform within weeks. You'll work closely with our customers to understand their needs and ensure a smooth integration of our technology into their existing systems. Your responsibilities will include:

• →Building and configuring automation flows within the DigitalGenius platform to deliver the client's first live use case.
• →Fine-tuning AI behaviour and logic based on real customer interactions and feedback during the implementation window.
• →Integrating DG's platform with third-party customer service tools (e.g. Dixa, Zendesk, Salesforce) via APIs and webhooks.
• →Collaborating with customers to understand their requirements and tailor our solutions to match their business needs.
• →Conducting training sessions and workshops to empower customers to utilize our solutions effectively.
• →Monitoring implementation progress and ensuring the timely delivery of projects.
• →Identifying and troubleshooting any technical issues that may arise during the implementation phase.
• →Continuously gathering feedback from customers to improve the implementation process and enhance our offerings.

Required:

• 2+ years of experience in technical implementation or solutions engineering, preferably in a SaaS environment.
• Strong understanding of APIs, JSON, webhooks and system integrations.
• Coding experience in Node.js and Python.
• Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts to non-technical audiences.
• Proven experience in managing multiple projects simultaneously while meeting deadlines.

Preferred:

• Experience in the e-commerce or AI industry.
• Familiarity with customer service platforms and helpdesk systems.