Work Hours: Night Shift (7:00 PM - 3:00 AM IST)

Location: Bengaluru

In-Office Expectation: 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.

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.

Specific work schedules and any flexibility will be determined by the employee's reporting manager in alignment with business requirements and team collaboration needs.

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.

About the Role:

Nextiva is looking for a passionate and detail-oriented AI Implementation / Customer Success Engineer 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.

You will work closely with product, engineering, and customer success teams to translate business needs into scalable AI workflows and optimized conversational agents.

Key Responsibilities:

AI Agent Implementation & Prompt Engineering

• Design, build, and optimize AI agents using advanced prompt engineering techniques.
• Create structured workflows and decision trees that guide AI agent behavior.
• Use LLMs such as GPT-4o, Gemini, Claude, Llama etc., to build, test, and refine agents.
• Implement function-calling / tool-calling capability within prompts using simple UI builders.
• Configure constraints and guardrails to reduce hallucinations and ensure reliable outputs.

Customer-Facing Implementation

• Work directly with customers to understand business needs, use cases, workflows, and integration requirements.
• Translate customer requirements into technical implementation plans.
• Assist in onboarding, deployment, and testing of AI solutions for customer environments.
• Provide ongoing optimization and support to ensure solution adoption and success.

Workflow & Integration Management

• Build, maintain, and optimize automation workflows using platform workflow builders.
• Integrate agents with customer tools, APIs, CRMs, or communication platforms where needed.
• Troubleshoot workflow, configuration, or data issues during implementation.

Conversation & Experience Design

• Create high-quality conversation flows for AI agents, ensuring clarity, tone, and brand alignment.
• Apply AI conversation design principles to improve user satisfaction and agent performance.

Technical Skills & Development

• Use basic Python for data handling, API interactions, testing, or workflow extensions.
• Work with GenAI technologies, SaaS tools, and no-code/low-code integration platforms.
• Perform evaluation and tuning of AI prompts, workflows, and agent performance.

Cross-functional Collaboration & Documentation

• Work with product teams to relay customer feedback and improve platform features.
• Maintain clear documentation for workflows, prompts, integrations, and customer implementations.
• Train customers and internal teams on product capabilities and best practices

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Engineering, Information Technology, Data Science, or a related field.
• 1+ years of experience in AI product implementation, customer success engineering, or technical support roles.
• Prior experience supporting US based customers strongly preferred
• Excellent spoken and written English, with the ability to clearly explain technical and AI-driven processes to non-technical audiences.
• Comfortable leading customer discussions, gathering requirements, and explaining issues, solutions, and next steps with clarity and confidence.
• Strong hands-on experience with LLMs (GPT-4o, Gemini, Claude, etc.) for building agents and prompts.
• Solid understanding of Generative AI concepts, prompt engineering, and workflow design.
• Basic knowledge of Python, APIs, and SaaS tools.
• Experience in customer support / onboarding / technical implementation.
• Ability to manage hallucinations, constraints, and safe AI output design.
• Experience with workflow builders and no-code automation platforms.
• Good analytical, problem-solving, and debugging skills.
• Willingness to work night shifts to collaborate with global teams or customers.

Preferred (Nice-to-Have) Skills:

• Knowledge of vector databases, embeddings, or RAG workflows.
• Experience with API-based integrations.
• Familiarity with enterprise customer environments (CRM, CX platforms, VoIP, ticketing tools).
• Understanding of AI evaluation frameworks (test cases, scoring, prompt iteration).
• Exposure to Nextiva products or any communication/CX platforms is a plus.

What We Offer:

• Opportunity to work on cutting-edge GenAI implementations for global customers.
• Growth path into AI Solutions Engineering, Product Specialist, or Customer Success Leadership roles.
• Collaborative global team environment with high ownership and autonomy.

Nextiva DNA (Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity 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.
• Critical Thinker: Data-driven, forward-thinking 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.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

Total Rewards

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.

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.

• Medical - 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.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance ️ - 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
• Financial Security - Provident Fund & Gratuity
• Wellness ‍ - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!

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. We also do not authorize any third parties to collect payments or sensitive information on our behalf.

All genuine communications from Nextiva originate from official email addresses ending in "@nextiva.com". Communications received from free email services (such as Gmail, Yahoo, or Hotmail) purporting to be from Nextiva should be treated as fraudulent. If you are contacted by a third-party claiming to represent us, please verify their credentials by writing to talent@nextiva.com.

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.

If you believe that you have been a victim of recruitment fraud, please contact your law enforcement agencies immediately.

For genuine opportunities, please apply only through our official career sites: Nextiva Careers & Nextiva Jobs on LinkedIn.

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