Solutions Expert & Support Engineer (CCaaS / AI)

Tadiran Telecom; Delhi; On-site; INR 450,000 - 650,000; Full time

Job summary

Tadiran Telecom in New Delhi, India, is seeking a technically savvy professional for on-site Presales Support and post-sales technical roles. You will demonstrate products, assist with deployments, and integrate systems for clients globally.

The role requires experience in REST APIs, Webhooks, and JavaScript, with an interest in AI tools and prompt engineering. Strong English communication is essential for global client interactions.

Qualifications

• 2–3 years in technical support, software implementation, sales engineering, or a customer-facing technical role.
• Experience delivering technical product demonstrations and draft documents like Statements of Work (SOW).
• Based in or around New Delhi, India.

Responsibilities

• Technical Presales Support: assist sales with demos, client discovery, and technical documentation.
• System Configuration & Implementation: setup and deployment of omnichannel platform, UI customizations.
• Integrations & Scripting: connect platforms using REST APIs, Webhooks, and JavaScript.
• AI Agent Setup & Optimization: build and deploy conversational AI agents, prompt engineering.
• Technical Support & Troubleshooting: resolve tickets and contribute to knowledge base.
• Client Training & Documentation: deliver training and create user guides.

Skills

REST APIs

Webhooks

JavaScript

AI tools

Prompt engineering

Web technologies

Technical troubleshooting

Verbal & written English

Tools

Zendesk

Salesforce

Job description

About This Job

Tadiran Telecom

Location: New Delhi, Delhi, India

Work Mode: On-site

Industry: Telecommunications

Job Description

Required Qualifications

Experience: 2–3 years in technical support, software implementation, sales engineering, or a customer-facing technical role.

Technical Skills

Working knowledge of REST APIs and Webhooks (experience connecting different software tools).Basic proficiency in JavaScript (ability to read, understand, and modify simple scripts).Exposure to—or a strong interest in—chatbots, AI tools, or basic prompt engineering.A solid understanding of general web technologies and software troubleshooting.Operational Mindset: Experience troubleshooting technical issues, tracking customer tickets, or helping to document support processes.Communication: Strong verbal and written English communication skills, with the ability to explain technical concepts clearly to non-technical clients globally.Location & Availability: Must be based in or around New Delhi, India.

Key Responsibilities

• Technical Presales Support: Assist the sales team during the sales cycle by delivering technical product demonstrations, participating in client discovery sessions, and helping draft Statements of Work (SOW) or technical documentation.
• System Configuration & Implementation: Participate in the setup and deployment of the omnichannel platform. You will configure routing logic, build workflow automations, and apply UI customizations based on defined business requirements.
• Integrations & Scripting: Help connect our communication platform with client ecosystems (CRMs, ERPs, etc.) using REST APIs, Webhooks, and basic JavaScript to ensure seamless data flow.
• AI Agent Setup & Optimization: Assist in building and deploying conversational AI agents. You will handle logic mapping, basic prompt engineering, and continuous optimization to improve automated customer interactions.
• Technical Support & Troubleshooting: Act as a core technical resource for live clients across assigned global regions. You will resolve technical support tickets, elevate complex bugs, and help build out the team's internal knowledge base and support processes.
• Client Training & Documentation: Support client onboarding by helping to deliver training sessions for admins and end-users. You will also create and maintain clear, easy-to-follow user guides and training materials.

Preferred Skills (Nice-to-Haves)

• Prior exposure to Contact Center (CCaaS), Telephony (CPaaS), or customer service software (e.g., Zendesk, Salesforce).
• Experience working in an IT support, Managed Service Provider (MSP), or Value-Added Reseller (VAR) environment.