Agentic AI Implementation / Customer Success Engineer - Night Shift

<div class="content-intro"><h3>Redefine the future of customer experiences. One conversation at a time.</h3> <p>At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.</p> <p>Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.</p> <p>If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.</p> <p>&nbsp;</p> <hr> <p>&nbsp;</p></div><p><strong>Work Hours:</strong>&nbsp;Night Shift (7:00 PM - 3:00 AM IST)&nbsp;</p> <p><strong>Location:</strong>&nbsp;Bengaluru</p> <p><strong>In-Office Expectation: </strong>This role is primarily shift-based. As the office does not currently operate between 8:00 PM and 8:00 AM, work during these hours will be performed remotely until further notice. The Company reserves the right, at its sole discretion, to modify office operating hours and require in-office work in the future.</p> <p>Employees may be required to work onsite on an occasional basis for team collaboration, meetings, or other business needs. Accordingly, candidates must be based in Bengaluru and maintain the ability to work from Nextiva’s office located at Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048, as required.</p> <p>Specific work schedules and any flexibility will be determined by the employee’s reporting manager in alignment with business requirements and team collaboration needs.</p> <p>This role serves as a growth path into AI Solutions Engineering, Product Specialist opportunities, or Customer Success Leadership. At Nextiva, all team members working a standard shift are expected to work onsite, supporting a highly collaborative, in-person team environment.&nbsp;</p> <hr> <p><strong><span data-contrast="auto"><span class="EOP SCXW263456375 BCX0" data-ccp-props="{&quot;335559738&quot;:240,&quot;335559739&quot;:240}">About the Role:</span></span></strong></p> <p><span data-contrast="auto">Nextiva is looking for a passionate and detail-oriented&nbsp;</span><strong><span data-contrast="auto">AI Implementation / Customer Success Engineer</span></strong><span data-contrast="auto">&nbsp;to help deploy AI solutions for customers, design high-quality conversational experiences, and manage end-to-end agent implementations. This role blends technical skills, prompt engineering, workflow design, and customer-facing responsibilities to ensure successful delivery of AI-driven customer experience products.</span><span data-ccp-props="{&quot;335559738&quot;:240,&quot;335559739&quot;:240}">&nbsp;</span></p> <p><span data-contrast="auto">You will work closely with product, engineering, and customer success teams to translate business needs into scalable AI workflows and&nbsp;optimized&nbsp;conversational agents.</span><span data-ccp-props="{&quot;335559738&quot;:240,&quot;335559739&quot;:240}">&nbsp;</span></p> <p><strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2">Key Responsibilities:</span></span></strong></p> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">AI Agent Implementation &amp; Prompt Engineering</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Design, build, and optimize AI agents using advanced prompt engineering techniques.</span></li> <li><span data-contrast="auto">Create structured workflows and decision trees that guide AI agent behavior.</span></li> <li><span data-contrast="auto">Use LLMs such as </span><strong><span data-contrast="auto">GPT-4o, Gemini, Claude,&nbsp;Llama</span></strong><span data-contrast="auto"> etc., to build, test, and refine agents.</span></li> <li><span data-contrast="auto">Implement&nbsp;</span><strong><span data-contrast="auto">function-calling / tool-calling</span></strong><span data-contrast="auto"> capability within prompts using simple UI builders.</span></li> <li><span data-contrast="auto">Configure constraints and guardrails to reduce hallucinations and ensure reliable outputs.</span> <span data-ccp-props="{&quot;335559739&quot;:240}">&nbsp;</span></li> </ul> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">Customer-Facing Implementation</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Work directly with customers to understand business needs, use cases, workflows, and integration requirements.</span></li> <li><span data-contrast="auto">Translate customer requirements into technical implementation plans.</span></li> <li><span data-contrast="auto">Assist in onboarding, deployment, and testing of AI solutions for customer environments.</span></li> <li><span data-contrast="auto">Provide ongoing optimization and support to ensure solution adoption and success.</span></li> </ul> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">Workflow &amp; Integration Management</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Build,&nbsp;maintain, and&nbsp;optimize&nbsp;automation workflows using platform workflow builders.</span>&nbsp;</li> <li><span data-contrast="auto">Integrate agents with customer tools, APIs, CRMs, or communication platforms where needed.</span></li> <li><span data-contrast="auto">Troubleshoot workflow, configuration, or data issues during implementation.</span></li> </ul> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">Conversation &amp; Experience Design</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Create high-quality conversation flows for AI agents, ensuring clarity, tone, and brand alignment.</span></li> <li><span data-contrast="auto">Apply AI conversation design principles to improve user satisfaction and agent performance.</span></li> </ul> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">Technical Skills &amp; Development</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Use basic&nbsp;</span><strong><span data-contrast="auto">Python</span></strong><span data-contrast="auto"> for data handling, API interactions, testing, or workflow extensions.</span></li> <li><span data-contrast="auto">Work with GenAI technologies, SaaS tools, and no-code/low-code integration platforms.</span></li> <li><span data-contrast="auto">Perform evaluation and tuning of AI prompts, workflows, and agent performance.</span></li> </ul> <p><span data-contrast="none"><span data-ccp-parastyle="heading 3">Cross-functional Collaboration &amp; Documentation</span></span><span data-ccp-props="{&quot;134245418&quot;:false,&quot;134245529&quot;:false,&quot;335559738&quot;:280,&quot;335559739&quot;:80}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Work with product teams to relay customer feedback and improve platform features.</span></li> <li><span data-contrast="auto">Maintain clear documentation for workflows, prompts, integrations, and customer implementations.</span></li> <li><span data-contrast="auto">Train customers and internal teams on product capabilities and best practices</span></li> </ul> <p><strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2">Required Skills &amp; Qualifications:</span></span></strong></p> <ul> <li>Bachelor’s degree in Computer Science, Engineering, Information Technology, Data Science, or a related field.</li> <li>1+ years of experience in&nbsp;<strong>AI product implementation, customer success engineering, or technical support</strong> roles.</li> <li>Prior experience supporting US based customers <strong>strongly preferred</strong></li> <li>Excellent <strong>spoken and written English</strong>, with the ability to clearly explain <strong>technical and AI-driven processes to non-technical audiences</strong>.</li> <li>Comfortable leading customer discussions, gathering requirements, and explaining issues, solutions, and next steps with clarity and confidence.</li> <li>Strong hands-on experience with&nbsp;<strong>LLMs (GPT-4o, Gemini, Claude, etc.)</strong> for building agents and prompts.</li> <li>Solid understanding of&nbsp;<strong>Generative AI concepts, prompt engineering, and workflow design</strong>.</li> <li>Basic knowledge of&nbsp;<strong>Python</strong>, APIs, and SaaS tools.</li> <li>Experience in&nbsp;<strong>customer support / onboarding / technical implementation</strong>.</li> <li>Ability to manage hallucinations, constraints, and safe AI output design.</li> <li>Experience with workflow builders and no-code automation platforms.</li> <li>Good analytical, problem-solving, and debugging skills.</li> <li>Willingness to work&nbsp;<strong>night shifts</strong> to collaborate with global teams or customers.</li> </ul> <p><strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2">Preferred (Nice-to-Have) Skills:</span></span></strong></p> <ul> <li><span data-contrast="auto">Knowledge of&nbsp;</span><strong><span data-contrast="auto">vector databases, embeddings, or RAG workflows</span></strong><span data-contrast="auto">.</span></li> <li><span data-contrast="auto">Experience with&nbsp;</span><strong><span data-contrast="auto">API-based integrations</span></strong><span data-contrast="auto">.</span></li> <li><span data-contrast="auto">Familiarity with&nbsp;</span><strong><span data-contrast="auto">enterprise customer environments (CRM, CX platforms, VoIP, ticketing tools)</span></strong><span data-contrast="auto">.</span></li> <li><span data-contrast="auto">Understanding of&nbsp;</span><strong><span data-contrast="auto">AI evaluation frameworks</span></strong><span data-contrast="auto"> (test cases, scoring, prompt iteration).</span></li> <li><span data-contrast="auto">Exposure to&nbsp;</span><strong><span data-contrast="auto">Nextiva</span></strong><span data-contrast="auto"> products or any communication/CX platforms is a plus.</span></li> </ul> <p><strong><span data-contrast="auto"><span data-ccp-parastyle="heading 2">What We Offer:</span></span></strong></p> <ul> <li><span data-contrast="auto">Opportunity to work on cutting-edge GenAI implementations for global customers.</span></li> <li><span data-contrast="auto">Growth path into&nbsp;</span><strong><span data-contrast="auto">AI Solutions Engineering, Product Specialist, or Customer Success Leadership</span></strong><span data-contrast="auto"> roles.</span></li> <li><span data-contrast="auto">Collaborative global team environment with high ownership and autonomy.</span></li> </ul> <hr> <p><strong>Nextiva DNA</strong> (Core Competencies)</p> <p>Nextiva’s most successful team members share common traits and behaviors:</p> <ul> <li class="x_MsoNormal"><strong><span data-olk-copy-source="MessageBody">Drives Results</span></strong>: Action-oriented problem solvers who quickly bring clarity and&nbsp;<strong>simplicity</strong> to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.</li> <li class="x_MsoNormal"><strong>Critical Thinker: </strong>Data-driven,<strong>&nbsp;forward-thinking&nbsp;</strong>individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.</li> <li class="x_MsoNormal"><strong>Right Attitude: </strong>Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and&nbsp;<strong>care&nbsp;</strong>for customers and teammates.</li> </ul> <p><strong>Total Rewards</strong></p> <p>Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.</p> <p>Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.</p> <ul> <li><strong>Medical </strong><strong>🩺</strong> - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.</li> <li><strong>Group Term &amp; Group Personal Accident Insurance</strong> <strong>💼</strong> - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible &amp; external means. <ul> <li><strong>Coverage Type </strong>- Employee Only</li> <li><strong>Sum Insured</strong> - 3 times of annual CTC with minimum cap of INR 10,00,000</li> <li><strong>Free Cover Limit</strong> - 1.5 Crore</li> </ul> </li> <li><strong>Work-Life Balance </strong><strong>⚖️ </strong>- 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays</li> <li><strong>Financial Security</strong><strong>💰</strong> - Provident Fund &amp; Gratuity</li> <li><strong>Wellness</strong><strong> 🤸‍ </strong>- Employee Assistance Program and comprehensive wellness initiatives</li> <li><strong>Growth</strong> <strong>🌱</strong> - Access to ongoing learning and development opportunities and career advancement</li> </ul> <p><span data-contrast="auto">At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:278}">&nbsp;</span></p> <hr> <p><span style="font-size: 8pt;">Beware of Recruitment Fraud: At Nextiva, we follow a merit-based hiring process and do not charge any fees or require a deposit at any stage.&nbsp; We also do not authorize any third parties to collect payments or sensitive information on our behalf.&nbsp;</span></p> <p><strong><span style="font-size: 8pt;">All genuine communications from Nextiva originate from official email addresses ending in “@nextiva.com”.&nbsp; </span></strong><span style="font-size: 8pt;">Communications received from free email services (such as Gmail, Yahoo, or Hotmail) purporting to be from Nextiva should be treated as fraudulent.&nbsp; If you are contacted by a third-party claiming to represent us, please verify their credentials by writing to talent@nextiva.com.&nbsp;</span><span style="font-size: 8pt;"> </span></p> <p><span style="font-size: 8pt;">We encourage candidates to stay vigilant and verify the authenticity of any communication claiming to be from Nextiva, including unsolicited calls, WhatsApp messages and Telegram communications. While we strive to maintain a secure hiring process, Nextiva is not responsible for any losses arising from fraudulent activities.</span></p> <p><span style="font-size: 8pt;">If you believe that you have been a victim of recruitment fraud, please contact your law enforcement agencies immediately.</span></p> <p><span style="font-size: 8pt;">For genuine opportunities, please apply only through our official career sites: <a href="https://www.nextiva.com/company/careers">Nextiva Careers</a>&nbsp;&amp;&nbsp;<a href="https://www.linkedin.com/company/nextiva/jobs/">Nextiva Jobs on LinkedIn</a>.</span></p> <p><span style="font-size: 8pt;">#LI-MM1 #LI-Hybrid</span></p> <hr> <p>&nbsp;</p><div class="content-conclusion"><p></p> <p class="x_elementtoproof"><span data-olk-copy-source="MessageBody">Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.</span></p> <p class="x_elementtoproof">Want to see what life at Nextiva is all about? Connect with us on <u><a href="https://www.instagram.com/nextiva" target="_blank" data-auth="NotApplicable" data-linkindex="5">Instagram</a></u>,&nbsp;<u><a href="https://www.instagram.com/nextivamexico" target="_blank" data-auth="NotApplicable" data-linkindex="6">Instagram MX</a></u>,&nbsp;<u><a href="https://www.youtube.com/user/NextivaOfficial" target="_blank" data-auth="NotApplicable" data-linkindex="7">YouTube</a></u>,&nbsp;<u><a href="https://www.linkedin.com/company/nextiva" target="_blank" data-auth="NotApplicable" data-linkindex="8">LinkedIn</a></u>, and the&nbsp;<u><a href="https://www.nextiva.com/blog/" target="_blank" data-auth="NotApplicable" data-linkindex="9">Nextiva Blog</a></u>.</p> <p></p></div>