Technical Services Engineer in Manchester

ConnexAI is a UK based market leading omnichannel technology provider, delivering powerful in‑house and advanced Conversational and Agentic AI solutions that transform how organizations engage with their customers. Our platform enables intelligent automation across multiple communication channels, including voice, email, live chat, SMS, and social platforms. Since our founding in 2013, ConnexAI has expanded across four continents, supporting a global client base with a growing team of over 450 professionals. With offices in Manchester (UK - HQ), Durban and Cape Town (South Africa), Miami (USA), and Melbourne (Australia), we operate at the forefront of customer experience innovation, helping organizations unlock efficiency, scalability, and measurable business value through AI. We foster a high performance, collaborative culture where innovation is encouraged, ideas are valued, and individuals are empowered to challenge the status quo and drive meaningful change.

Role Objectives

We’re seeking a highly skilled and client focused Technical Service Engineer to lead the implementation and delivery of our AI‑driven solutions across Australia and beyond. This is a hands‑on, high impact role suited to individuals who thrive in dynamic, client facing environments and are passionate about delivering complex, enterprise grade technology solutions. You will play a critical role in bridging the gap between business requirements and technical execution, ensuring successful deployment, adoption, and long term value realization for our clients. You will work across the full lifecycle of project delivery, from discovery and solution design through to implementation, optimization, and ongoing enhancement, while collaborating with global engineering, product, and support teams. This role offers significant exposure to next generation AI technologies, international clients and large scale implementations, making it an excellent opportunity to accelerate your career.

Core Responsibilities & Duties

• Implementation and Onboarding: Lead the end-to-end implementation and deployment of AI‑driven solutions for new and existing clients across Australia and beyond. Manage implementation projects from initial kickoff through to full platform adoption, ensuring a smooth and successful rollout. Develop a deep understanding of the operation of our entire product suite. Define project scope, timelines, and success criteria in collaboration with internal teams and client stakeholders. Facilitate discovery sessions to capture customer goals, business requirements, technical needs, and success metrics. Configure and tailor solutions to align with client business objectives and operational requirements. Act as a trusted advisor, guiding clients on best‑practice implementation strategies to drive efficient adoption and maximize value realization.
• Client Training: Deliver comprehensive training sessions to educate clients on product functionality, usage, and ongoing maintenance. Create user guides, technical documentation, training materials as required to support client enablement.
• Collaboration and Reporting: Collaborate closely with Global Support, Technical Service Engineers, Product, Project Management and Sales teams to enhance product delivery and quality. Provide detailed and consistent updates on client engagements, project progress, and key milestones. Ensure all technical issues are identified, documented, and escalated through the appropriate channels in a timely manner.
• Compliance and Safety: Ensure all service activities comply with company policies and safety standards. Stay updated with industry standards and new technologies.

Experience & Qualities

• Strong technical ability
• Proven experience within a contact centre environment (e.g. voice, omnichannel, or CX platforms).
• Hands on exposure to dialer technologies (predictive, progressive, or auto dialers) is advantageous.
• Demonstrated ability to deliver end-to-end technical implementations, from requirements gathering through to deployment and optimization.
• Strong understanding of customer experience (CX) journeys and operational workflows within contact centers.
• Experience working with Conversational AI solutions (chatbots, voice bots, virtual AI agents) is strongly preferred.
• Exposure to Agentic AI concepts (autonomous agents and decisioning workflows) is an advantage.
• Experience working with MySQL, PostgreSQL.
• Experience working in client facing roles, with the ability to translate business requirements into technical solutions.

Skills & Qualifications Required

• Possess a solid understanding of APIs (REST, webhooks) and system integrations.
• Practical experience working with JSON data structures, and including troubleshooting.
• Exposure to JSONata expressions for data querying and transformation would be highly advantageous.
• Experience integrating with CRM systems and applications.
• Familiarity with cloud based platforms is advantageous.
• Knowledge of conversational design or AI model integration is preferred.
• Strong troubleshooting and debugging capabilities across integrated systems.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent practical experience).

Soft Skills

• Strong verbal and written communication skills with the ability to engage both technical and non‑technical stakeholders.
• Problem solving mindset with a proactive, solution oriented approach.
• Ability to work independently while collaborating effectively within cross functional teams.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Adaptability and eagerness to learn in a fast paced and evolving AI and technology landscape.
• Client focused mindset with a strong emphasis on delivering value and successful outcomes.

Business Travel Requirements

Willingness to travel and work onsite at client locations as required. Prepared to travel extensively across Australia and internationally (up to 4–5 days per week) to support client engagements and project delivery.

You may be required to work in different areas of the company where your skills are needed, and to undertake training or support the training of others as required. This job description serves as a general guide. The company reserves the right to update and amend it in line with operational requirements, which may change from time to time.