Senior Implementation Engineer – Phone Assistant (m/f/d)

Become part of our mission, become part of Doctolib!

We are looking for you as a Senior Implementation Engineer to support the Technical Onboarding Team in Berlin. You will take on the technical responsibility for our most complex implementations of the AI-based phone assistant and ensure that practices and hospitals have an efficient, reliable, and sustainable onboarding experience. As a technical sparring partner in the team, you will develop standards, processes, and solutions that make our onboarding more scalable – and with your improvements, you will have a far-reaching impact beyond your own area.

Your tasks

• You will handle technically demanding installations and configurations of the AI-powered phone assistant for key accounts – including complex telephone systems and escalation cases, thus ensuring a consistently good onboarding journey for our customers.
• You will drive our multi-onboarding strategy forward and will also be responsible for onboarding our calendar and our all-in-one practice software in the medium term – in close cooperation with other Technical Onboarding Teams.
• Stakeholder Management: You are the primary technical contact person for key accounts, their IT, as well as for Key Account Managers, and actively maintain collaboration with internal stakeholders from Sales, Deployment, and Product.
• Knowledge Transfer & Coaching: You will coach colleagues, proactively share your know-how, and define best practices, playbooks, and training materials – for a higher technical level and more consistency throughout the team.
• Project Management: You will independently initiate and lead cross-functional projects for process improvement and drive the targeted use of AI tools to automate repetitive tasks and free up capacity for what is essential: our customers and their patients.
• You will use operational data and customer feedback to drive improvements in product and process – e.g., in feedback loops with Tech and Product.

Your profile

Are you firmly convinced that you bring exactly what is needed for the position? Then we encourage you to apply. Even if you don't meet every requirement, you might be exactly the right future Doctoliber for this or other positions!

To become part of our team, you bring the following:

• Several years of experience in technical onboarding or technical support with complex systems – ideally with telephone systems or comparable telecommunications infrastructure
• Experience in direct customer service as well as in stakeholder management with external contacts and internal teams
• Independent willingness to learn and proven impact in process and project responsibility
• Experience in the active use of AI tools and in promoting their sensible use within the team
• Fluent German (C1) and English (min. B2)

What we offer you

• A Deutschlandticket sponsored by Doctolib, if you work from the office or in hybrid mode
• 28 days of vacation + 1 additional day for every full calendar year of employment (max. 30 days)
• The opportunity to work from abroad for 10 days a year
• Company supplementary health insurance with individual additional benefits (incl. dental cleaning and much more)
• A company pension scheme (bAV) with an employer contribution of 40% (15% during probation)
• Participation in Doctolib's long-term employee participation program DoctoGrowth
• The Doctolib Parent Care Program, which includes extra parental leave (1 month) and much more
• Free mental health and coaching sessions through an external partner
• In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers
• Promoted sports activities with our partner Urban Sports Club
• For caregivers and employees with disabilities, there is an offer that includes more flexible working hours, additional leave for medical reasons, and psychological support
• Participation in Doctolib's long-term employee participation program DoctoGrowth

The interview process

• Interview with the Talent Team
• Interview including live case with the Hiring Managers
• At least one reference check

Job Details

• Permanent employment
• Full-time
• Berlin
• Salary package: €58,000 - €63,000 gross/year (incl. 8% bonus)
• Hybrid working model (3 days office/week)
• Immediately available