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Implementation Team Lead

Jordan, Al ‘A̅şimah, AmmanCustomer Experience & Operations

Job description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By Unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touch point throughout the customer journey.


Implementation Team Lead

The Customer Experience and Success team at Unifonic is in the search of a professional Implementation Team Lead to help our customers implement, integrate and configure the Unifonic platform to adapt to their environment and drive the highest ROI that they would expect. The successful candidate works to complement his/her technical skills, with a deep knowledge of the Unifonic platform, in order to help our customers integrate it with their unique backend. You will also configure and customize the platform to help the customer reach the business outcomes, that was at the origin of their investment decision. The responsibilities of the Implementation Team Lead include but are not limited to:

  • Implement, integrate and document a variety of software platforms through the REST API framework.
  • Troubleshoot issues and solve problems, identify potential process improvement areas.
  • Implement common APIs based on architecture guidelines and frameworks.
  • Lead, build, and manage complex chatbot flows and automation.
  • Creatively integrate existing self-service resources into chatbot flows and curate learning paths that leverage a variety of media.
  • Identify opportunities for new integrations and help write functional requirements for implementation.
  • Adapt to customer and company feedback to curate chatbot experiences that delight customers.
  • Partner with other customer-facing teams to develop flows and automation beyond the customer support experience.
  • Influence and maintain bot system guides and architectural designs.
  • Onboard implementation of Unifonic portfolio and customer training.
  • Create SOW, design, validate, and implement customer requirements.

Job requirements

  • Hands-on 4+ years of experience in the IT/Telecommunication field with direct customer contact.
  • Hands-on 2+ years of hands-on experience implementing or managing a chatbot tool.
  • Ability to implement or manage chatbot tools.
  • Excellent talent in creating and managing complex self-service flows.
  • Experience in automation building and process improvement.
  • Fluent in English with excellent writing/editing and verbal communication skills.
Jordan, Al ‘A̅şimah, Amman
Customer Experience & Operations

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