Implementation Consultant

Ada

3h•Hybrid

About The Position

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. They aim to raise the standard of quality customer service at scale, enabling enterprise companies to deliver instant, proactive, personalized, and effortless experiences. Ada is an AI transformation platform and partner, combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands, saving millions of hours of human effort. Backed with over $250M in funding, Ada is a pioneer in the management and application of AI in customer service. The company values growth and continuous improvement. As an Implementation Consultant (internally known as Professional Services Consultant), you will lead enterprise customers through the entire onboarding and implementation journey, from post-sale to a successful launch. This role involves serving as both a technical partner and strategic advisor, helping clients design scalable solutions, integrate Ada’s platform into their ecosystem, and realize value quickly. Your work will include building logic-based workflows, configuring Generative AI, implementing integrations, and enabling clients to confidently manage the platform post-launch. You will also collaborate cross-functionally with teams across Sales, Technical Services, Product, and Engineering to align on requirements, remove blockers, and ensure smooth project delivery. Implementation projects involve deploying Ada across messaging, email, and voice channels, tailored to align with each client’s infrastructure and strategic priorities.

Requirements

3+ years of experience in implementation consulting, professional services, or a related field, preferably within a SaaS environment.
Strong technical aptitude, with working knowledge of APIs, the ability to troubleshoot data flows, and communicate effectively across technical and non-technical stakeholders.
Solid understanding of SaaS ecosystems, with experience integrating tools like Shopify, Salesforce, Zendesk, or HubSpot into client environments.
Excellent communication and relationship-building skills, with the ability to explain technical concepts to non-technical audiences and influence VP-level stakeholders.
Strong understanding of logic-based workflows, with the ability to confidently design and troubleshoot decision trees, conditional logic, and automation flows.
Comfort operating in ambiguity, solving complex problems, and staying on track amidst shifting priorities.
A curious and resilient mindset, with a bias for action and a passion for continuous learning, iteration, and driving progress.

Nice To Haves

Knowledge and experience implementing Generative AI solutions or CX automation tools is a strong asset.

Responsibilities

Own the end-to-end delivery of client implementations, from kickoff through go-live, ensuring launches are timely, high-quality, and aligned with client objectives.
Collaborate with clients to understand their goals and technical environment, translating these into actionable implementation plans and tailored automation solutions.
Provide strategic guidance and best practices on how to leverage Ada, helping clients design scalable user journeys and automation strategies that support their long-term goals.
Design and configure logic-based workflows within Ada’s platform, including the implementation of Generative AI experiences tailored to each client’s business objectives and automation strategy.
Implement integrations with client systems, such as CRMs (e.g., Salesforce), eCommerce platforms (e.g., Shopify), authentication providers (e.g., Okta), and custom APIs, to enable automation, personalization, and reporting.
Test and refine GenAI responses through iterative adjustments, ensuring response quality, consistency, and alignment with project goals.
Coordinate with client stakeholders and internal teams, managing project milestones, proactively addressing blockers, and ensuring a seamless implementation experience.
Provide training and supporting documentation to equip clients for successful adoption and long-term management of the Ada platform.
Collaborate with Product and Engineering teams, sharing insights from implementations to identify areas for improvement and help shape product direction based on client needs.

Benefits

Unlimited Vacation: Recharge when you need to.
Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
Employee & Family Assistance Plan: Resources to support you and your loved ones.
Flexible Work Schedule: Balance your work and personal life.
Remote-First, In-Person Friendly: Options to work from home or at our local hub.
Learning & Development Budget: Invest in your long-term growth goals and skills.
Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
Hands-On with LLMs: Enhance your expertise in leveraging large language models.
A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.