Implementation Consultant

About this role

<div class="content-intro"><h3><span style="text-decoration: underline;"><strong>About Us</strong></span></h3> <p>Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.</p> <p>Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly 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.</p> <p>Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and <a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://monday.com/" data-token-index="1"><span class="link-annotation-unknown-block-id--985540710">Monday.com</span></a>, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.</p> <p>At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.</p> <p>Learn more at <a href="http://www.ada.cx">www.ada.cx</a>.</p></div><h3><span style="text-decoration: underline; font-size: 14pt;">The Role</span></h3> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Your work will involve building logic-based workflows, configuring Generative AI, implementing integrations, and enabling clients to confidently manage the platform post-launch. You’ll also 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, and are tailored to align with each client’s infrastructure and strategic priorities.</span></p> <h3><span style="text-decoration: underline; font-size: 14pt;"><strong>Outcomes</strong></span></h3> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">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.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Collaborate with clients to understand their goals and technical environment, translating these into actionable implementation plans and tailored automation solutions.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide strategic guidance and best practices on how to leverage Ada, helping clients design scalable user journeys and automation strategies that support their long-term goals.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Design and configure logic-based workflows within Ada’s platform, including the implementation of Generative AI experiences tailored to each client’s business objectives and automation strategy.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Implement integrations with client systems, such as CRMs (e.g., Salesforce), eCommerce platforms (e.g., Shopify), authentication providers (e.g., Okta), and custom APIs, to enable automation, personalization, and reporting.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Test and refine GenAI responses through iterative adjustments, ensuring response quality, consistency, and alignment with project goals.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Coordinate with client stakeholders and…