Associate Professional Services Consultant

Job description

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale. As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better. ### Position Overview: - The Associate Professional Services Consultant will be responsible for guiding clients through the successful implementation and adoption of our platform. This role requires a combination of technical expertise, project management skills, and a strong customer-centric approach. The ideal candidate will work closely with clients to understand their business needs, configure and customize our software to meet those needs, and ensure a smooth transition to our platform. ### Let's talk about your role and responsibilities: - Conduct training sessions and workshops for clients to ensure they are fully equipped to use our software effectively. Provide ongoing support and guidance as needed. - Work closely with clients to understand their business processes and objectives. Provide expert advice on how our software can address their specific needs and challenges. - Collaborate with the Technical Lead / Project Manager to manage timelines and deliverables to ensure successful implementation within the agreed-upon scope, time, and budget. - Collaborate with the product and engineering teams to provide feedback on product features, enhancements, and potential issues based on client interactions. - Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact throughout the project lifecycle. - Assist in the creation of project documentation, including functional specifications, user guides, and training materials. - Troubleshoot and resolve any issues that arise during the implementation process. Work closely with the support team to ensure prompt resolution of client concerns. - Identify opportunities for upselling or cross-selling additional services and products that could benefit the client’s business. - Participate in post-implementation reviews to assess project success, gather client feedback, and identify areas for improvement. ### Let's talk about your skills/expertise: - Bachelor’s degree in Computer Science, Information Technology, Business, or a related discipline. - 3+ years of experience in Professional Services, consulting, quality assurance, or software implementation roles, preferably within a SaaS or technology environment. - Hands-on experience with Quality Assurance practices, including test design, execution, and exposure to test automation across voice and/or digital channels. - Proven technical aptitude, including system configuration and basic integrations using REST APIs (JSON, webhooks). - Working knowledge of SaaS platforms, cloud technologies, and software implementation best practices. - Experience delivering technical training, workshops, or enablement sessions to enterprise clients. - Strong communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical stakeholders. - Self-motivated, detail-oriented, and eager to learn, with a strong customer-centric mindset and problem-solving approach. - Ability to work effectively both independently and as part of a collaborative, fast-paced team. ### Preferred skills and experience - Strong experience with Contact Centre and CCaaS platforms (e.g. Genesys Cloud, Amazon Connect, NICE inContact), with a solid understanding of contact centre operations and customer interaction flows. - Exposure to test automation frameworks and CI/CD practices. - Experience with chatbot or conversational AI platforms (e.g. Dialogflow, Microsoft Bot Framework, IBM Watson, Amazon Lex). - Understanding of chatbot testing approaches, NLP/NLU concepts, and conversation design best practices.