Product Implementation Specialist

About Sutherland

Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland

Unlocking digital performance. Delivering measurable results.
 

The Product Implementation Specialist acts as the primary point of contact between clients and the KM Solution team, guiding organizations through a smooth onboarding experience. The role combines business consulting, light technical aptitude, and a good understanding of AI-driven tools to help clients get maximum value from the platform.

KEY RESPONSIBILITIES

• Meet with clients to collect requirements and understand current knowledge management challenges.
• Define problem statements and measurable goals aligned to the client's business outcomes.
• Configure and customize the KM Solution to meet individual client needs and workflows.
• Communicate with clients throughout the implementation process to obtain feedback and approvals.
• Educate clients on platform usage, features, and best practices through training sessions.
• Create client-specific implementation documents detailing all configurations and customizations made.
• Coordinate with the internal team to track key deliverables and project milestones.
• Provide time and cost estimates for additional customization requests.
• Deliver on-floor and remote hypercare support post go-live.
• Address application queries and facilitate discussions on new features or enhancements.

SKILLS & COMPETENCIES

AI & Technology Awareness

• Basic understanding of AI concepts — NLP, smart search, chatbots, and AI-assisted content recommendations — as they apply to KM platforms.
• Ability to explain AI-powered features to non-technical stakeholders in simple, business-relevant terms.
• Awareness of how AI integrations with third-party tools (CRMs, ticketing, ITSM) work in practice.

Software Development Awareness

• Minimum working knowledge of how software applications are built, deployed, and configured (no coding required).
• Familiarity with APIs, webhooks, and integration concepts at a conceptual level.
• Ability to read and interpret basic technical documentation, configuration guides, or system logs to coordinate with dev teams.
• Understanding of SDLC stages to communicate effectively with product and engineering during escalations.

Core Competencies

• Strong verbal and written communication skills — able to engage both business and technical stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Organized, detail-oriented, and capable of managing multiple client engagements simultaneously.
• Problem-solving mindset with a consultative approach to client challenges.

• Bachelor's degree in Computer Science, IT, Business, or a related field — or equivalent experience.
• 2–5 years of experience in software implementation, business analysis, or client-facing technical roles.
• Prior exposure to knowledge management, customer support, or ITSM environments is a plus.

CERTIFICATIONS (ADDED ADVANTAGE)

• Any AI/ML Fundamentals certification (Google, Microsoft Azure AI, AWS, etc.).
• Project Management certification (PMP, CAPM, or Prince2).
• Certifications in platforms such as Salesforce, ServiceNow, or Zendesk.

All your information will be kept confidential according to EEO guidelines.