AgentCallBack Implementation Engineer

About AgentCallBack

AgentCallBack helps businesses automate customer conversations through AI voice agents. Our solutions support inbound and outbound calls for customer enquiries, lead qualification, appointment booking, follow-ups, and other business workflows.

About the Role

We are looking for an Implementation Engineer to turn customer requirements into effective, reliable AI voice agent solutions. You will work directly with customers to understand their business processes, translate their needs into technical requirements, and support configuration, integration, testing, and deployment.

This role combines customer communication, technical problem-solving, and hands-on implementation. You should be comfortable working with agentic AI and voice AI platforms and connecting them to customers existing systems.

Key Responsibilities

· Gather customer requirements: Run discovery sessions to understand customer objectives, use cases, workflows, systems, and success criteria.

· Define technical requirements: Translate business needs into solution designs, conversation flows, integration specifications, and implementation plans.

· Configure AI voice agents: Set up prompts, knowledge bases, agent tools, call routing, escalation rules, and human handoffs.

· Support integrations: Connect voice agents to CRM, ERP, calendar, telephony, and other business applications using APIs and webhooks.

· Test and validate solutions: Test conversations, integrations, exception handling, and end-to-end workflows; coordinate customer user acceptance testing and resolve issues.

· Support deployment: Assist with onboarding, go-live preparation, customer training, and post-launch support.

· Improve performance: Review call transcripts, recordings, and outcomes to improve response accuracy, conversation quality, latency, and task completion.

· Maintain documentation: Prepare requirements documents, configuration guides, test scenarios, and customer handover materials.

· Collaborate internally: Work with sales, product, and engineering teams to assess feasibility, troubleshoot issues, and communicate customer feedback.

Required Skills and Experience

· Typically 3–5 years of experience in implementation engineering, solutions engineering, technical consulting, or a similar customer-facing technical role.

· Hands-on experience implementing AI voice agents or conversational AI solutions.

· Strong understanding of agentic AI platforms, including large language models, prompt design, tool calling, knowledge retrieval, and workflow orchestration.

· Familiarity with voice technologies such as speech-to-text, text-to-speech, interruption handling, call transfers, and telephony integrations.

· Experience working with REST APIs, webhooks, JSON, authentication, and third-party integrations.

· Working knowledge of Python, JavaScript, or a similar language for integration development and troubleshooting.

· Ability to translate business requirements into clear technical specifications.

· Strong communication skills, with the ability to explain technical concepts to business users and manage customer expectations.

· A structured approach to troubleshooting, documentation, and managing multiple implementations.

Preferred Experience

· Experience with platforms such as AgentCallBack, Retell AI, ElevenLabs, Vapi, or comparable voice AI platforms.

· Familiarity with Twilio, SIP trunking, contact centre platforms, or cloud telephony.

· Experience integrating with systems such as Salesforce, NetSuite, GoHighLevel, or other CRM and ERP applications.

· Understanding of multilingual voice agent deployments and customer data protection practices.

· A diploma or degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.