Implementation Engineering Manager - Pune

Keywords Studios Plc.; Pune District; On-site; INR 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid setup

Family Medical Insurance Cover

Life Insurance

Daily Meals - onsite

Reimbursable Flexible Benefit

Job summary

Keywords Studios Plc. is seeking a lead for the Implementation Engineering team at Helpshift in Pune, India. This role requires an ambitious and experienced professional with over 5 years of experience in engineering and operations within complex enterprise environments. Key responsibilities include overseeing development processes, working alongside various stakeholders, and ensuring robust technical solutions. The position offers a hybrid work setup and includes benefits such as family medical insurance and daily meals onsite.

Qualifications

• 5+ years of experience managing and leading engineering and operations teams.
• Experience developing technical solutions and process changes in complex infrastructures.
• Proficient with cloud solutions on AWS or Azure.
• Excellent communication skills, comfortable leading customer meetings.

Responsibilities

• Oversee the design, development, testing, and deployment of custom solutions.
• Partner with project managers to gather requirements for infrastructure solutions.
• Work with product and engineering teams for jointly developed solutions.
• Guide the team on project development, ensuring security and compliance.
• Identify opportunities to enhance reliability and performance.
• Manage code repositories and perform peer code reviews.

Skills

Infrastructure-as-Code (IaC)

CI/CD pipelines for Cloud Deployments

Python

JavaScript

Bash

Powershell

C#

Node.js

AWS

Azure

Agile methodologies

Job description

Helpshift is a Keywords Studios company and a leading AI‑first customer service platform used by some of the world’s largest games, digital entertainment, and consumer technology companies. Helpshift enables businesses to deliver scalable, intelligent, and human‑centric support experiences through conversational AI, automation, and live agent tooling, supporting millions of end users globally. We are looking for an ambitious, experienced, driven & solution‑orientated individual that thrives in a fast‑paced, cutting‑edge, technology‑driven environment to lead our Implementation Engineering team.

Responsibilities

• Oversee the design, development, testing and deployment of our custom solutions across the team
• Partner with the project managers, solution architect, account management, customer success managers and technical account managers to gather requirements and translate them into infrastructure solutions
• Work with the product and engineering teams when assessing and creating jointly developed solutions involving in‑product and custom development.
• Guide the team on development of their projects ensuring security and compliance
• Identify opportunities to streamline processes, enhance reliability, reusability, and improve performance across the infrastructure ecosystem
• Experience in Infrastructure‑as‑Code (IaC) using Terraform, CDK, or Pulumi
• Experience with CI/CD pipelines for Cloud Deployments
• Experience developing custom automation (Lambda Functions/ Azure functions)
• Efficient with programming languages (Python, JavaScript, bash, powershell, C#)
• Managing code repositories and performing peer code reviews for each team member
• Proven success utilizing agile development methodologies to efficiently deliver robust solutions while consistently meeting client deadlines.
• Assist with proof of concepts for strategic and enterprise customers
• Work side‑by‑side with customers to design, diagram and document complex integrations or proof of concepts then build and deploy said designs.
• Ensure completion of documentation, training guides, and other customer‑facing content.

Qualifications

• 5+ years of experience managing and leading engineering and operations teams in complex enterprise environments.
• Demonstrated experience developing and implementing technical solutions and process changes in highly complex infrastructures, including collaboration with solution architects, engineering teams, and customer success teams.
• Proven ability to prioritize, plan, and execute multiple projects in parallel while supporting a production environment.
• Proven experience translating ambiguous customer requirements into actionable technical solutions
• You are proficient with any of: C#, Node.js, Powershell or Rust
• You are proficient with deploying cloud solutions on AWS or Azure (preferred)
• You are familiar with technical SaaS concepts such as SDKs, APIs and cloud computing
• You are exceptionally organized and a project manager at heart
• Understanding of Object Oriented Programming concepts
• You value performing tasks as efficiently as possible and you dislike seeing mistakes repeated
• You have excellent communication skills and are comfortable leading meetings with customer executives and analysts alike
• You are proficient in the entire G‑Suite and can perform data analysis tasks including generating pivot tables and writing complex formulas in Sheets/Excel
• You are curious about complex systems and a natural problem solver

Benefits

• Hybrid setup
• Family Medical Insurance Cover
• Life Insurance
• Daily Meals - onsite
• Reimbursable Flexible Benefit

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.