Implementation Specialist - II

We are looking for an Implementation Specialist - II to join our Professional Services team based in Pune, Maharashtra.

You will be part of a team of engineers and implementation specialists who build customized solutions for Helpshift's Enterprise clients, driving strategic revenue enablement by ensuring that our SaaS platform is seamlessly aligned with clients' tech stack, workflows, and core Support and Engagement objectives.

Responsibilities:

• Own assigned custom development initiatives, ensuring designs are aligned with Solutions Architects' proposals, capacity and timeline are aligned with client expectations, and final solutions are fully documented.
• Accelerate enterprise sales cycles through rapid technical prototyping and proof-of-concept solutions that demonstrate platform capabilities for high-value prospects.
• Analyze architectures to audit configurations, schemas, and API payloads before go-live, mitigating risks and certifying solutions to meet gold standards.
• Work in Agile/Scrum sprints, tracking time and deliverables in Jira for billable SOW accounting and capacity planning.
• Configure Helpshift's native features, including AI capabilities, automation bots, and core messaging flows.
• Manage simultaneous technical implementation projects from initial kick-off through go-live and handoff to Customer Success.
• Guide client engineering and product teams on integrating the Helpshift SDK into their games, ensuring all relevant Helpshift features and capabilities are fully utilized.
• Configure intelligent bot automation, issue assignment rules, smart routing, custom forms, and FAQ knowledge bases tailored to client support workflows.
• Assist in setting up integrations with clients' tool stacks and mapping customer data payloads.
• Diagnose and troubleshoot complex technical issues during setup, testing, and go-live, coordinating directly with Helpshift Product & Engineering teams when needed.
• Formalize the R&D product feedback loop by capturing field insights and feature gaps from enterprise implementations to directly inform product roadmap prioritization.
• Showcase Helpshift API capabilities through live demonstrations, recorded videos, and presentations.
• Collaborate with the wider Helpshift client-facing team to communicate effectively with clients, translating business requirements into viable product solutions.
• Create datasets and reports on BI tools including Power BI, Tableau, Looker, and Sigma.
• Mentor and train junior engineers.
• Support the deployment and maintenance of client-facing custom solution components hosted on modern cloud infrastructure.

Requirements:

• Minimum of 5 years' SaaS implementation specialist experience, building custom solutions for Enterprise clients.
• Experience leading teams through complex project implementations.
• Strong ability to read, comprehend, and debug code in languages such as Python and JavaScript/Node.js.
• Solid understanding of REST APIs, webhooks, SDKs, containerization, and basic Infrastructure-as-Code concepts.
• Hands-on experience with low-code/no-code automation platforms like n8n, Power Automate, Azure Logic Apps, or Zapier.
• Exceptional organizational skills and efficiency in task management.
• Strong communication skills and experience collaborating with stakeholders across multiple disciplines.

Benefits:

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits