Implementation Engineer (SAAS/Call Centre)

About Contegris

Contegris is a leading SaaS company dedicated to delivering Technology Solutions for a Delightful Customer Experience. Since 2012, we've been empowering over 300 enterprise clients across 20+ industries with our smart and scalable solutions. Our product suite includes an Omni-Channel Contact Center Platform (Intellicon), Helpdesk, Sales CRM, Unified Communication, WhatsApp Business API, and AI-powered chatbots. With innovation at the core, we strive to enhance how businesses connect with their customers.

Job Overview

As an Implementation Engineer, you'll be the architect of success for our onboarding process guiding customers from discovery through deployment and empowerment. You'll translate business requirements into optimal technical solutions, deliver seamless rollout experiences, and ensure customer teams are confident and empowered using our platform.

Key Responsibilities:

• Engage with clients to deeply understand their business needs, challenges, and workflows
• Collaborate closely with Business Development and Product teams to align solution designs with strategic objectives
• Provide expert consultation to steer clients toward the most effective configurations of our platform
• Lead end-to-end implementation aligned with the Statement of Work (SOW), consistently adding value beyond expectations
• Configure integrations, custom workflows, and deployments tailored to client environments
• Ensure project delivery on time and within scope, coordinating effectively across teams
• Design and deliver comprehensive training programs and clear documentation for client teams
• Empower clients to become self-sufficient and confident in managing their operations using our solutions
• Maintain detailed case studies highlighting unique, complex, or innovative implementations
• Continuously refine onboarding, training, and implementation processes to enhance efficiency and quality
• Support the creation and improvement of internal training materials and resources
• Guide clients through User Acceptance Testing (UAT) and lead post-implementation support for smooth transitions
• Participate in product demos and training sessions as required
• Serve as a trusted point of contact to elevate the overall client experience

Job Requirements:

• 3-5 years of experience in SaaS implementation, deployment, or consulting
• Strong ability to translate business requirements into technical specifications
• Familiarity with APIs, CRM or contact center integrations, and SaaS deployment workflows (bonus for exposure to AI agent platforms)
• Experience delivering training, documentation, or support to client teams