Solutions Expert & Support Engineer (CCaaS / AI)

Required Qualifications

• Experience: 2–3 years in technical support, software implementation, sales engineering, or a customer-facing technical role.

Technical Skills:

• Working knowledge of REST APIs and Webhooks (experience connecting different software tools).
• Basic proficiency in JavaScript (ability to read, understand, and modify simple scripts).
• Exposure to—or a strong interest in—chatbots, AI tools, or basic prompt engineering.
• A solid understanding of general web technologies and software troubleshooting.
• Operational Mindset: Experience troubleshooting technical issues, tracking customer tickets, or helping to document support processes.
• Communication: Strong verbal and written English communication skills, with the ability to explain technical concepts clearly to non-technical clients globally.
• Location & Availability: Must be based in or around New Delhi, India.

Key Responsibilities

• Technical Presales Support: Assist the sales team during the sales cycle by delivering technical product demonstrations, participating in client discovery sessions, and helping draft Statements of Work (SOW) or technical documentation.
• System Configuration & Implementation: Participate in the setup and deployment of the omnichannel platform. You will configure routing logic, build workflow automations, and apply UI customizations based on defined business requirements.
• Integrations & Scripting: Help connect our communication platform with client ecosystems (CRMs, ERPs, etc.) using REST APIs, Webhooks, and basic JavaScript to ensure seamless data flow.
• AI Agent Setup & Optimization: Assist in building and deploying conversational AI agents. You will handle logic mapping, basic prompt engineering, and continuous optimization to improve automated customer interactions.
• Technical Support & Troubleshooting: Act as a core technical resource for live clients across assigned global regions. You will resolve technical support tickets, escalate complex bugs, and help build out the team's internal knowledge base and support processes.
• Client Training & Documentation: Support client onboarding by helping to deliver training sessions for admins and end-users. You will also create and maintain clear, easy-to-follow user guides and training materials.

Preferred Skills (Nice-to-Haves)

• Prior exposure to Contact Center (CCaaS), Telephony (CPaaS), or customer service software (e.g., Zendesk, Salesforce).
• Experience working in an IT support, Managed Service Provider (MSP), or Value-Added Reseller (VAR) environment.