Implementation Specialist

We're hiring an Implementation Specialist to lead customer onboarding and ensure successful deployments of OpenCX. You'll be the customer's primary partner from kickoff through go-live — guiding setup, configuring the platform to their needs, integrating with their existing tools, and training their teams.

You'll develop deep expertise in the platform — including how customers use our AI agents — and work closely with the Customer Engineering and Product teams to turn real customer feedback into smoother onboarding. You'll also play a key role in helping customers get the most out of our AI capabilities, including agent configuration and prompt iteration.

The complexity of implementations you handle will scale with your experience and ability to manage technical projects.

This is a customer-facing implementation role with strong technical depth — focused on delivery and customer success, not pure support and not pure engineering.

What You'll Do

• Lead customer onboarding end-to-end: kickoff calls, setup, configuration, integrations, and go-live.
• Configure OpenCX to match each customer's workflow, including connecting tools like Zendesk, Intercom, HubSpot, and others.
• Train customer teams on the platform and ensure successful adoption.
• Debug and troubleshoot complex implementation issues, including third-party integrations.
• Collaborate closely with Customer Engineering and Product teams: share customer feedback and help prioritize improvements.
• Build strong expertise in the platform (including AI agents and prompt iteration) so you can effectively advise customers on their setup.
• Document recurring implementation patterns to strengthen internal knowledge and customer resources.

Requirements

• Previous experience leading customer implementations, onboardings, or technical projects in a SaaS environment.
• Strong technical aptitude — comfortable working with APIs, integrations, and configuration tools (e.g. Zendesk, Intercom, HubSpot).
• Hands-on experience with AI agents and prompt engineering, or strong willingness to learn (this is important, as OpenCX is an AI-native platform).
• Excellent project management skills — keeping multiple customer implementations on track and on time.
• Excellent English communication skills — clear writing and confident speaking on video calls with enterprise stakeholders.
• Ability to operate effectively in a fast-moving startup: you prioritize speed, customer impact, and getting things done.
• Comfortable working remotely with customers across multiple global time zones.

Benefits

• Top of the market compensation
• Health insurance
• Working at a high-growth, YC-backed startup