Solutions Expert & Support Engineer (CCaaS / AI)

Tadiran Telecom; New Delhi; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Tadiran Telecom in New Delhi, India, is seeking a technically adept professional for a customer-facing role in technical support, presales, and implementation. You will engage with clients to demonstrate products, configure systems, and deploy AI-driven solutions while documenting processes.

The role emphasizes strong English communication, collaboration with sales, and ongoing optimization of AI agents and workflows.

Qualifications

• 2–3 years in technical support or customer-facing technical roles.
• Experience connecting different software tools via REST APIs or Webhooks.
• Exposure to chatbots, AI tools, or prompt engineering is a plus.
• Solid understanding of web tech and software troubleshooting.
• Operational mindset: track customer tickets and document support processes.
• Strong verbal and written English communication; able to explain technical concepts clearly.

Responsibilities

• Technical Presales Support: deliver technical demos, participate in client discovery, and help draft SOWs or technical docs.
• System Configuration & Implementation: setup and deploy omnichannel platform; configure routing, build workflow automations, and apply UI customizations.
• AI Agent Setup & Optimization: build/deploy conversational AI agents; handle logic mapping, basic prompt engineering, and optimization.
• Technical Support & Troubleshooting: act as core technical resource for live clients; resolve tickets and help build internal knowledge base.
• Client Training & Documentation: assist onboarding with training sessions for admins and end-users; create clear user guides.

Skills

REST APIs

Webhooks

Chatbots

AI tools

Prompt engineering

Web technologies

Troubleshooting

English comms

New Delhi based

Job description

• 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).
• 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.
• 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 & end-users. You will also create and maintain clear, easy‑to‑follow user guides… ......

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.