Solutions Expert & Support Engineer (CCaaS / AI)

Tadiran Telecom; New Delhi; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Tadiran Telecom is seeking a technically inclined professional in New Delhi to provide presales and post-sales support for an omnichannel platform. You will configure systems, integrate with client ecosystems, and assist in deploying AI agents.

Strong communication in English and hands-on API, webhook, and JavaScript skills are essential. The role focuses on delivering demos, drafting technical docs, and helping customers achieve seamless data flows across their CRMs and ERPs.

Qualifications

• 2–3 years in a technical role (support, software implementation, sales engineering, or customer-facing tech)
• Experience with REST APIs and Webhooks
• Basic JavaScript proficiency and ability to read/modify simple scripts
• Interest in chatbots, AI tools, or prompt engineering
• Strong understanding of web technologies and troubleshooting
• Excellent verbal and written English communication, able to explain tech to non-technical clients
• Based in or around New Delhi, India

Responsibilities

• Provide Technical Presales Support: deliver technical demos, assist in client discovery, draft SOWs or tech docs
• Assist in System Configuration & Implementation: setup and deploy omnichannel platform, configure routing, build workflows, apply UI customizations
• Support Integrations & Scripting: connect client ecosystems (CRMs/ERPs) using REST APIs, Webhooks, and JavaScript
• Assist in AI Agent Setup & Optimization: map logic, basic prompt engineering, optimize automated interactions
• Handle Technical Support & Troubleshooting for live clients across global regions
• Support Client Training & Documentation: deliver admin/end-user training and maintain user guides and materials

Skills

REST APIs & Webhooks

JavaScript

Chatbots & AI tools

Web technologies & troubleshooting

Operational mindset

English communication

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.