Implementation Architect

This role is designed for someone with hands-on experience implementing SaaS products who can independently deliver standard and moderately complex implementations using established approaches. You will work closely with Technical Architects, Customer Success, Support, Sales, and partners. You will also help improve implementation consistency by contributing lessons learned, reusable documentation, and practical feedback from customer deployments.

Responsibilities

* Own several concurrent customer implementations from kickoff through configuration, testing, go-live, and post-launch handoff.
* Translate agreed solution designs and customer requirements into clear implementation plans, milestones, dependencies, and acceptance criteria.
* Support enterprise identity and access use cases including SSO/SAML, SCIM, identity provisioning, and permission configuration.
* Lead customer implementation workshops, technical working sessions, status meetings, enablement sessions, and implementation handoffs.
* Troubleshoot implementation issues using established tools, documentation, and escalation paths; identify when issues require support from Technical Architecture, Engineering, Security, Product, or Support.
* Document implementation decisions, configurations, testing results, risks, and handoff requirements clearly for customers and internal teams.
* Use approved AI and technical tools to accelerate implementation documentation, troubleshooting, scripting, testing, and knowledge capture while maintaining responsibility for output quality and accuracy.

Requirements

* Own several concurrent customer implementations from kickoff through configuration, testing, go-live, and post-launch handoff.
* Translate agreed solution designs and customer requirements into clear implementation plans, milestones, dependencies, and acceptance criteria.
* Support enterprise identity and access use cases including SSO/SAML, SCIM, identity provisioning, and permission configuration.
* Lead customer implementation workshops, technical working sessions, status meetings, enablement sessions, and implementation handoffs.
* Troubleshoot implementation issues using established tools, documentation, and escalation paths; identify when issues require support from Technical Architecture, Engineering, Security, Product, or Support.
* Document implementation decisions, configurations, testing results, risks, and handoff requirements clearly for customers and internal teams.
* Use approved AI and technical tools to accelerate implementation documentation, troubleshooting, scripting, testing, and knowledge capture while maintaining responsibility for output quality and accuracy.

Preferred Qualifications

* Experience implementing enterprise collaboration, content management, workflow automation, productivity, or adjacent SaaS platforms.
* Experience with content migration tools or large-scale data movement.
* Familiarity with scripting using Python, JavaScript, or a comparable language.
* Experience working with REST APIs, authentication models, webhooks, or integration platforms.
* Familiarity with AI-assisted technical workflows such as Cursor, Codex, Claude Code, or similar tools.
* Experience creating reusable implementation documentation, templates, or delivery playbooks.

Durable Skills

AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:

* Awareness: Understand yourself and others.
* Judgment: Evaluate information and make decisions in complex situations.
* Adaptability: Learn, adjust, and stay effective through change.
* Connection: Communicate, collaborate, and build trust.

To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.

Compensation

Canada Pay Range
$133,000—$180,000 CAD