Implementation Consultant

Overview

Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We are focused on raising a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love – instant, proactive, personalized, and effortless.

Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity. With Ada, 83% of customer conversations—and counting—are resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Ada was established in 2016 and is a Canadian company that has powered over 5.5 billion interactions for brands like Square, YETI, IPSY, and  We are backed by over $250M in funding from investors including Accel, Bessemer, First Mark, Spark, and Version One Ventures.

Our values emphasize growth and continuous improvement, and we invite ambitious individuals to grow with us. Learn more .cx.

As an Implementation Consultant (internally known as Professional Services Consultant), you will lead enterprise customers through the entire onboarding and implementation journey—starting post-sale and ending with a successful launch. You will serve as both a technical partner and strategic advisor to clients, helping them design scalable solutions, integrate Ada’s platform into their ecosystem, and realize value quickly. You will build logic-based workflows, configure Generative AI, implement integrations, and enable clients to manage the platform post-launch.

You’ll collaborate cross-functionally with teams across Sales, Technical Services, Product, and Engineering to align on requirements, remove blockers, and ensure each project is delivered smoothly. Implementation projects involve deploying Ada across messaging, email, and voice channels, tailored to align with each client’s infrastructure and priorities.

• Own the end-to-end delivery of client implementations, from kickoff through go-live, ensuring launches are timely, high-quality, and aligned with client objectives.
• Collaborate with clients to understand goals and technical environments, translating these into actionable implementation plans and tailored automation solutions.
• Provide strategic guidance and best practices on how to leverage Ada, helping clients design scalable user journeys and automation strategies that support long-term goals.
• Design and configure logic-based workflows within Ada’s platform, including GenAI experiences tailored to each client’s business objectives.
• Implement integrations with client systems (e.g., CRMs like Salesforce, eCommerce platforms like Shopify, authentication providers like Okta) and custom APIs for automation, personalization, and reporting.
• Test and refine GenAI responses through iterative adjustments to ensure quality and alignment with project goals.
• Coordinate with client stakeholders and internal teams, manage milestones, proactively address blockers, and ensure a seamless implementation experience.
• Provide training and supporting documentation to equip clients for successful adoption and long-term management of the Ada platform.
• Collaborate with Product and Engineering to share insights from implementations to inform product direction based on client needs.

• 3+ years of experience in implementation consulting, professional services, or related field, preferably within a SaaS environment.
• Strong technical aptitude with working knowledge of APIs, ability to troubleshoot data flows, and ability to communicate across technical and non-technical stakeholders.
• Understanding of SaaS ecosystems with experience integrating tools like Shopify, Salesforce, Zendesk, or Hub Spot.
• Excellent communication and relationship-building skills, with ability to explain technical concepts to non-technical audiences and influence VP-level stakeholders.
• Strong understanding of logic-based workflows and ability to design and troubleshoot decision trees, conditional logic, and automation flows.
• Comfort operating…