Implementation Engineer

We are tackling a $400B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Solutions Architect/Implementation Engineer Consultant to join our dynamic team. As a Solutions Architect, you will play a critical role in the successful deployment and configuration of our projects, working closely with clients to understand their needs and requirements. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.

About the Role:

As an Implementation Engineer at Forethought, you’ll play a key role in helping our customers transform their support operations through AI. Acting as both a technical consultant and solution builder, you’ll partner closely with enterprise customers to understand their unique workflows, identify opportunities for automation, and design intelligent solutions powered by large language models (LLMs).

You’ll lead implementations end-to-end — from discovery and design to deployment and optimization — ensuring each customer achieves meaningful outcomes and measurable value from Forethought’s AI platform. This role is ideal for those who are passionate about combining technical problem-solving, AI innovation, and customer collaboration to shape the future of customer support.

What You'll Be Doing (Responsibilities):

• Partner with customers to deeply understand their support operations, challenges, and automation goals, translating those into impactful AI-driven solutions using Forethought’s platform.
• Design, configure, and implement intelligent workflows by training and tuning large language models (LLMs), building integrations, and optimizing automation strategies for maximum customer value.
• Serve as a trusted advisor, guiding customers on best practices for implementing and scaling AI solutions across their customer experience ecosystem.
• Lead end-to-end implementations, from discovery and solution design through deployment, testing, and enablement, ensuring successful launches and measurable time-to-value.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to deliver seamless implementations and provide feedback that helps shape Forethought’s roadmap.
• Troubleshoot and resolve technical challenges during implementation, applying creativity and technical expertise to ensure smooth delivery.
• Continuously improve AI performance by fine-tuning model behavior, enhancing automations, and iterating based on real-world results.
• Document solutions, best practices, and learnings to scale knowledge across teams and ensure consistent, high-quality delivery.
• Maintain clear, proactive communication with clients and internal stakeholders, providing regular updates, guidance, and insights throughout each project lifecycle.
• Drive innovation and thought leadership, identifying new ways to apply AI to customer success workflows and maximize client ROI.

Who You Are (Requirements):

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• Proven experience in technical consulting, implementation, or deployment roles within the SaaS industry.
• Strong understanding of software deployment methodologies, system integration, and configuration best practices.
• Experience working with customer support tools such as ZenDesk, SalesForce, Shopify, or similar platforms is preferred but not essential.
• Technical proficiency and ability to grasp complex concepts related to AI technology, APIs, and cloud-based solutions. Ideally experience with use/application of LLMs
• Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
• Strong problem-solving skills and ability to adapt to evolving project requirements and priorities.
• Experience with Sentry, Kibana or other error logging tools preferred.
• Customer-focused mindset with a passion for delivering exceptional service and driving positive outcomes for clients

What You Get:

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• A distributed team, with a flexible approach to work that allows you to choose how you best work
• Health Insurance
• Paid maternity, paternity parental leave
• Company wide wellness day

If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.