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Boston, Massachusetts, United States
Hybrid
At Posh, we’re revolutionizing the way financial institutions serve their communities.
Through innovative AI solutions, we make customer support more accessible, fast, and enjoyable for both callers and staff members. Our AI assistants span digital (web and mobile) and voice (phone) channels, while our internal-facing solutions directly augment staff members’ ability to serve.
We believe the most successful AI products are built on a symbiotic relationship between humans and AI, with each empowered to put their best foot forward. The bar is low, but the ceiling is high. Come build with us!
This is a client-facing implementation role. As an Implementation Engineer at Posh, you’ll be at the center of our client deployments, turning our conversational AI products across Voice, Digital, and Outreach into production-ready systems that work reliably within bank and credit union environments. You’ll work directly with clients during implementation to understand their systems, guide them with our best practices, and lead the technical conversations that make each deployment a success. Success in this role is measured by customer outcomes, not just code shipped.
We’re looking for someone who is comfortable working without a playbook and who asks questions, challenges assumptions, and looks for ways to improve how we work and what we build. Strong written and verbal communication is essential, since you’ll spend much of your time on client calls and working closely with our engineering, product, and implementation teams.
As our product line grows, so will this role. You’ll help bring new products from launch to implementation, mentor new Implementation Engineers, and have the chance to shape how the team works as it expands.
Partner with AI Implementation Managers to set a clear communication plan and project strategy for each deployment, so clients know what to expect at every stage.
Build and deploy production-ready client implementations across Posh’s Voice, Digital, and Outreach products, including integrations with banking systems, with additional products on the way.
Consult with clients throughout the implementation, guiding them with Posh’s best practices and recommendations based on what works across our customer base.
Lead technical conversations with client teams and internal stakeholders, explaining complex topics in a way that both technical and non-technical audiences can follow.
Ask the difficult questions early to uncover risks, set each deployment up for success, and help shape what we build next.
Troubleshoot and fix issues when something breaks, owning each deployment until it is live, stable, and working as expected for the client.
Work alongside engineering and product to build and release new features and products, and guide them from launch through client implementation.
Spot gaps and recurring patterns across deployments, and share clear, specific feedback with engineering and product to improve the platform.
Track success metrics for each deployment, with a focus on customer outcomes, and use them to guide decisions and show clients the results of their investment.
Document and share best practices internally so the whole team gets better with every deployment.
Partner with our Sales team and Solutions Engineers on technical questions during the pre-sales process when needed, and help create a smooth handoff from pre-sales to implementation.
Mentor new Implementation Engineers and help maintain the high-touch, white glove experience our clients expect.
5 to 10 years of professional experience in software engineering or a related field, including hands-on experience implementing software for external clients.
A proven track record leading client-facing implementations or deployments, from understanding a client’s requirements through go-live.
Experience working directly with clients in calls and technical meetings, with strong written and verbal communication skills.
Strong backend engineering skills in Python, Node.js, or a similar language, so you can build, debug, and deploy client implementations on your own.
Experience building or deploying conversational AI solutions, along with an understanding of what it takes to get these products working reliably in the real world.
A background working with banks, credit unions, or other financial institutions, and familiarity with the technology and vendors they rely on.
Working knowledge of fintech and banking systems, including core banking platforms and middleware.
A basic understanding of telephony and how voice systems connect with the rest of a client’s technology.
Hands-on experience with API connectors, integrations, and cloud environments, and the ability to troubleshoot them when something doesn’t work as expected.
Comfort answering tough technical deployment questions live on client calls, and the follow-through to dig deeper and come back with clear answers when needed.
Bonus Points:
Experience with AI solutions in the telecom space.
Experience with contact centers or contact center platforms, and an understanding of how their teams and systems operate day-to-day.
Preference for candidates based in the Boston area and able to work hybrid, but open to remote candidates in the US.
Financial Wellness: Competitive salary, company equity, and retirement planning (401k).
Health & Family: Medical, dental, and vision insurance coverage, plus fully paid parental leave.
Flexible Time Off: A flexible vacation policy that encourages a healthy work-life balance and true recharge time.
Professional Growth: Dedicated annual budgets for professional development, combined with structured, meeting-free growth days.
Lifestyle & Connection: Monthly home office and wellness stipends, paid volunteer time off, and regular team offsites.
Posh does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
