Forward Deployed Engineer, AI Solutions (Night Shift)

Redefine the future of customer experiences. One conversation at a time.

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.

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.

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.

 

 

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