Senior Technical Implementations Team Lead

Technical Implementations Team Lead

About Callers

Callers is an AI-powered customer communication platform that helps businesses automate conversations across voice, text, and email. Our AI agents engage customers through inbound and outbound interactions, integrate with business systems, and work alongside human teams to deliver seamless customer experiences at scale.

The Role

Callers is hiring a hands-on Technical Implementations Team Lead to lead and scale the implementation function. 

This role is responsible for the technical implementation motion from post-sale handoff through go-live and the first successful month in production. Customer Success owns the customer relationship; this role owns the technical deployment, implementation quality, and the team responsible for delivering it.

This person will lead a globally distributed team of Technical Implementation Specialists while staying close to the technical details. The role is designed for someone who enjoys solving complex integration problems, improving operational rigor, coaching technical teammates, and reducing day-to-day dependency on R&D during customer implementations.

What You’ll Do

Lead, mentor, and grow a globally distributed team of Technical Implementation Specialists.

Own the technical implementation lifecycle from post-sale handoff in Salesforce through go-live and the first successful month in production.

Ensure new customers are launched quickly and predictably, with a target go-live of two weeks and a maximum implementation timeline of 30 days.

Manage implementation priorities, team workload, technical dependencies, and delivery risk across multiple customer deployments at once.

Personally lead complex or strategic implementations when the deployment requires senior technical judgment.

Act as the primary escalation point for complex technical implementation issues, including hands-on troubleshooting and root cause analysis across APIs, webhooks, CRM integrations, SIP, telephony, call routing, and third-party systems.

Reduce implementation dependency on R&D by building stronger team capability, documentation, playbooks, and repeatable troubleshooting patterns.

Partner closely with Customer Success Managers, who own the customer relationship, to provide technical implementation plans, progress updates, risks, and resolution paths.

Collaborate with Product and Engineering to surface recurring blockers, product gaps, implementation friction, and bugs discovered during deployment and post-go-live troubleshooting.

Re-engage on scoped post-launch technical work such as new integrations, major reconfigurations, Tier 2 troubleshooting, production investigations, and small configuration changes when needed.

Drive implementation best practices, operational excellence, and higher delivery consistency as Callers scales onboarding volume.

Success in This Role

Success in this role will be measured by:

Faster time to go-live.

More predictable implementation delivery.

Higher implementation CSAT.

Reduced day-to-day dependency on R&D for implementation work.

Stronger team capability and better implementation quality as onboarding volume scales.

Requirements

5+ years of experience in customer-facing technical roles such as Technical Implementations, Solutions Engineering, Professional Services, Customer Engineering, or similar.

2+ years of people management or team leadership experience.

Strong hands-on experience troubleshooting APIs, webhooks, and third-party integrations in production environments.

Experience leading complex SaaS implementations with multiple stakeholders and technical dependencies.

Experience working directly with mid-market and enterprise customers.

Strong technical problem-solving skills, including the ability to investigate issues deeply, isolate root causes, and partner effectively with Engineering when product bugs are involved.

Experience managing multiple implementation projects simultaneously while maintaining clear prioritization and delivery discipline.

Strong written and verbal communication skills in English.

Comfortable operating in a fast-paced startup environment with ambiguity, evolving process, and a high bar for execution.

Comfortable working with globally distributed teams and supporting customers primarily across EU and US time zones.

Strong Advantages

Experience with AI products, conversational AI, or LLM-based platforms.

Experience with telephony, SIP, VoIP, carrier integrations, CCaaS, CPaaS, or similar customer communication platforms.

Experience with CRM implementations and integrations, especially Salesforce.

Experience with observability, logging, and monitoring tools.

Experience working with SQL, MongoDB, or similar data stores for troubleshooting and investigation.

Previous software development or scripting experience.

Why This Role Matters

This role is central to helping Callers scale customer onboarding without scaling implementation friction. The right person will help customers launch faster, improve implementation quality, strengthen the team, and free up Engineering from repeatable implementation support so the company can grow more efficiently.