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Implementation Technical Consultant (AI)

US - Remote

About Us

UJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies. Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location. So can you.

Learn more at www.ujet.cx.

Opportunity

UJET’s Delivery & Implementation Team plays a critical role in ensuring quick time-to-value for customer implementations of the UJET platform. We support new customers from the time they sign a contract through launch. As the primary point of contact for implementations and expansions, you will leverage your change management, CCaaS configuration, and project management skills to ensure each engagement is timely and satisfactory.

Responsibilities

  • Highly visible role that functions as the critical link between our new customers and UJET to oversee the execution and consistent delivery of UJET implementations.
  • Review and understand SOW details for a given project to minimize scope creep and ensure project is completed on time, under budget, and successfully.
  • Document customer solution requirements and capture details about the solution to be configured, including flow charts for documentation.
  • Design and execute an effective configuration of the UJET platform to match the customer’s specified requirements.
  • Work on multiple client projects simultaneously and work with assigned project manager to deliver projects on time.
  • Build and architect virtual agents using Google Dialogflow 
  • Contribute to the evolution of UJET’s implementation processes through the development of innovative build improvements and/or efficiencies.
  • Reach a high level of technical proficiency with the UJET platform and keep up to date on product changes/updates, contact center technologies, and best practices.
  • In addition to these responsibilities, the Implementation Technical Consultant’s role includes the following responsibilities:
    • Provide technical content for any training curriculum developed internally for customer or internal consumption

Requirements

  • Bachelor’s Degree from an accredited college or university or equivalent work experience
  • Minimum of 3 years experience in an implementation, with preference toward SaaS application. 
  • 5+ years experience in a technical consultant role conducting technical configurations for complex technology deployments, ideally in the contact center field.
  • Preference toward experience with any or all of the following:
    • Google DialogFlow programming (CX preferred over ES), OR
    • Website Development, including deploying SDKs, OR
    • Mobile App Development (Android, iOS), including deploying SDKs
    • Writing code using Javascript or Python for the purpose of interacting with APIs
  • 2+ years experience with configuring or troubleshooting cloud-based integrations (via RESTful APIs)
  • 2+ years experience with industry CRMs preferred, such as Salesforce, Kustomer, Zendesk, MS Dynamics, and Hubspot
  • 2+ years experience using SaaS reporting tools
  • As this is a customer facing position, the candidate should have excellent interpersonal skills and is able to work with customers and partners with varying technical aptitudes.
  • Excellent communication skills – written, verbal, presentation and interpersonal
  • Must be a collaborative team player, providing constant positive support and assistance to team mates and co-workers.
  • Technical writing and PowerPoint/Google Slides experience
  • Position may require occasional business travel to customer sites and/or company headquarters

Annual US Hiring Range: $90,000 to $115,000 + variable 

*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

 

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

UJET DEI Statement

At UJET, everyone is welcome and supported in their development at all stages in their career journey with us. Fostering a diverse and inclusive culture is at the core of everything we do. It is embedded in our values to always: Be Human, Accountable, Respectful, Transparent and Speak up. We actively celebrate the unique attributes of our colleagues and work to create an environment of inclusion and belonging for them.

Fair Chance Employer

We value diverse experiences and we are committed to considering individuals with criminal records and providing a fair chance at employment.  

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!

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