Zeiss VisioGen

Role Description The Customer Implementation & Go-Live Stabilization Specialist is responsible for leading the end-to-end implementation lifecycle of customers, ensuring a seamless transition from contract signing to successful production deployment and operational stability. This role serves as the primary implementation coordinator, collaborating with customers and internal cross-functional teams to deliver projects on time, within scope, and with a high level of customer satisfaction. The specialist will oversee: - Implementation planning - Business requirement gathering - Solution configuration - Deployment readiness - User acceptance testing (UAT) - Customer training - Go-live execution - Post-launch stabilization - Transition to Business-as-Usual (BAU) support This role requires strong project coordination, stakeholder management, communication, and problem-solving skills while managing multiple customer implementations simultaneously. Qualifications - Bachelor’s degree in Business, Operations, Healthcare, Information Technology or a related field. - Approximately 3–7 years of experience in SaaS implementation, customer onboarding, project coordination, service delivery or customer operations. - Experience coordinating multiple customer implementations simultaneously. - Experience working with Product, Engineering, Data or Customer Success teams. - Familiarity with ticketing, project-management and customer-relationship platforms. - Healthcare, med-tech, health-tech or regulated-industry experience is preferred. - Experience supporting US or international customers is preferred. Requirements - Receive completed customer handovers from Sales and Customer Success teams. - Review customer contracts, subscribed products, implementation scope, timelines, and commercial commitments. - Validate project scope and identify implementation risks, assumptions, dependencies, and missing information. - Prepare implementation plans, project schedules, communication plans, and ownership matrices. - Conduct customer kick-off meetings and align all stakeholders on project objectives and timelines. - Conduct discovery workshops with customer stakeholders. - Gather and document business, operational, and technical requirements. - Capture workflows, business rules, escalation paths, routing logic, integrations, notifications, user roles, reporting requirements, and customer-specific configurations. - Translate business requirements into implementation documentation for internal teams. - Ensure customer approvals before configuration activities begin. - Manage requirement changes through structured change management processes. - Develop detailed implementation roadmaps and project timelines. - Track milestones, dependencies, deliverables, and project progress. - Coordinate activities across Product, Engineering, Data Operations, Customer Success, Support, and other business teams. - Facilitate regular status meetings with customers and internal stakeholders. - Escalate risks, delays, and blockers while driving timely resolution. - Ensure implementation activities adhere to agreed timelines and quality standards. - Coordinate implementation activities including customer configuration, organization setup, user provisioning, security roles and permissions, workflow configuration, notification setup, routing rules, reporting configuration, business rules, website deployment, third-party integrations, API configurations, and environment readiness. - Work closely with Engineering and Product teams to ensure configurations meet approved customer requirements. - Coordinate customer-specific content preparation by collecting customer information, reviewing business data, validating uploaded content, maintaining version control, coordinating approvals, ensuring information accuracy, identifying data inconsistencies, and tracking content readiness before deployment. - Coordinate all technical deployment activities including website deployment, domain configuration, DNS coordination, integration deployment, security validation, firewall dependencies, deployment scheduling, environment validation, and technical readiness assessments. - Own the complete User Acceptance Testing process including creating UAT plans, preparing test scenarios, coordinating testing activities, managing defect logs, assigning issues to appropriate teams, tracking issue resolution, conducting regression testing, maintaining testing evidence, and coordinating customer sign-offs. - Plan and deliver customer onboarding and operational training covering product functionality, user workflows, administrative functions, reporting dashboards, escalation procedures, support processes, best practices, knowledge transfer, and user adoption guidance. - Maintain comprehensive go-live readiness checklists covering business requirements completion, configuration readiness, technical deployment, UAT completion, customer approvals, user training completion, production validation, monitoring setup, support readiness, escalation contacts, and risk assessments. - Conduct Go/No-Go meetings with all stakeholders before launch. - Lead the production deployment by coordinating launch activities, managing communication channels, monitoring system performance, tracking implementation issues, coordinating defect resolution, providing status updates, managing launch trackers, escalating critical issues, and ensuring customer communication throughout the launch window. - Own the stabilization phase following production deployment by monitoring system performance, product availability, customer usage, workflow execution, notifications, routing accuracy, customer feedback, operational issues, support requests, and defect trends. - Coordinate corrective actions with Product, Engineering, Data Operations, Customer Success, and Support teams until the customer reaches steady-state operations. - Upon successful stabilization, complete implementation closure reports, transfer ownership to Customer Success, handover operational support to Service Operations, update project documentation, archive implementation records, conduct internal knowledge transfer sessions, and ensure complete implementation documentation is available for future support. - Drive operational excellence by identifying recurring implementation challenges, improving implementation methodologies, updating templates and documentation, enhancing project governance, standardizing implementation processes, improving customer onboarding experiences, supporting automation initiatives, and contributing to implementation playbooks and best practices. Benefits - This is a remote position. - Employment Type: Third-Party Payroll - Location: India, supporting global customers across United States and APAC time zones - Reporting To: Senior Manager – Global Customer Implementation & Service Operations

Role Description This is a remote position. The Service Coordination & Ticket Control Specialist is responsible for managing customer support requests from initiation through closure. This role acts as the central coordination point for all incoming customer tickets by: - Monitoring service channels - Performing first-level triage - Assigning issues to appropriate resolver teams - Managing SLA compliance - Coordinating incidents - Communicating with customers - Ensuring successful resolution This role does not perform technical troubleshooting but ensures that every customer request is accurately captured, routed, tracked, communicated, and resolved efficiently. The specialist maintains ownership of customer cases throughout the ticket lifecycle while coordinating with various teams. Key Responsibilities - Service Monitoring - Monitor customer support channels throughout assigned shifts. - Continuously monitor: - Customer Portal - Support Mailbox - Ticket Queues - Service Alerts - Respond promptly to all incoming customer requests. - Ensure uninterrupted queue monitoring during assigned shifts. - Escalate any interruption in service monitoring immediately. - Ticket Management - Create, validate, and maintain support tickets for every customer interaction. - Capture complete customer information including: - Customer/Clinic Name - Clinic ID - Region - Customer Contact Details - Location - Incident Start Time - Business Impact - Patient Impact - Workflow Affected - Severity - Supporting Evidence - Screenshots - Resolver Team - Responsibilities include: - Prevent duplicate tickets - Link related incidents - Maintain accurate documentation - Ensure every request is formally tracked - First-Level Triage - Perform structured initial assessment using approved troubleshooting guidelines. - Identify whether issues relate to: - Website Integration - Platform Availability - Lead Processing - Message Processing - Notification Delivery - Routing Configuration - Clinic Information - User Access - Clinical Response Quality - Operational Performance - Reporting - Product Functionality - Training Requests - Product Enhancements - Determine: - Single customer impact - Multiple customer impact - Platform-wide incidents - Collect all necessary information before routing to resolver teams. - Severity Assessment - Evaluate incidents based on business and patient impact. - Identify critical incidents including: - Complete Platform Outage - Multiple Customer Impact - Patient Inquiry Failures - Notification Failures - Routing Failures - Security Concerns - Privacy Risks - Clinical Safety Risks - Responsibilities: - Apply severity matrix - Escalate high-priority incidents - Reassess severity when impact changes - Ticket Routing - Assign tickets to appropriate resolver groups including: - Forward Engineering - Product Management - Customer Success - Data Operations - Clinical Operations - Quality Team - Learning & Development - Implementation Team - Responsibilities include: - Ensure routing accuracy - Correct misrouted tickets - Maintain ownership until closure - Coordinate multiple teams where necessary - Incident Coordination - Coordinate critical incidents by: - Activating incident response process - Engaging resolver teams - Notifying escalation managers - Creating internal communication channels - Tracking investigation progress - Monitoring mitigation activities - Recording incident timelines - Driving incidents to stabilization - Customer Communication - Serve as the primary communication point for customers. - Responsibilities include: - Acknowledge customer requests within SLA - Confirm ticket creation - Communicate assigned priority - Provide expected update timelines - Deliver regular progress updates - Explain resolutions clearly - Escalate customer dissatisfaction where necessary - Ensure consistent communication across all internal teams. - SLA Management - Monitor support performance by tracking: - First Response SLA - Update SLA - Resolution SLA - Ticket Ageing - Ticket Backlog - Escalation Timelines - Responsibilities include: - Identify SLA risks - Follow up with resolver teams - Escalate overdue tickets - Ensure visibility of high-priority cases - Resolution Validation - Before closing tickets: - Review technical completion notes - Validate issue resolution - Confirm customer acceptance when required - Document final resolution - Record closure reason - Assign follow-up actions - Reopen unresolved issues where necessary - Shift Handover - Perform structured handover including: - Critical Incidents - High Priority Tickets - Pending Customer Responses - Pending Internal Actions - SLA Risks - Scheduled Updates - Recently Resolved Cases - Ensure ownership transfer is formally acknowledged. - Reporting & Operational Governance - Maintain accurate support records. - Prepare reports covering: - Ticket Volumes - Ticket Categories - Severity Distribution - SLA Performance - Routing Accuracy - Ticket Backlog - Ticket Ageing - Reopened Tickets - Customer Satisfaction - Documentation Quality - Escalation Trends - Recurring Issues - Identify opportunities for: - Product Improvements - Process Optimization - Training Enhancements - Knowledge Base Updates - Go-Live & Launch Support - Support planned customer implementations by: - Providing enhanced monitoring - Coordinating with Implementation Specialists - Prioritizing launch-related incidents - Supporting product releases - Supporting migrations - Supporting regional rollouts Qualifications - Bachelor's Degree in Business, Information Technology, Healthcare, Operations, or a related discipline. - 2–5 years of experience in: - Service Desk - Customer Support - Technical Support - Service Operations - Incident Management - Command Center Operations - IT Service Management - Experience working with ticket management systems. - Experience operating within SLA-driven support environments. - Excellent written and verbal English communication skills. - Experience supporting international customers is preferred. - Experience in SaaS, Healthcare, MedTech, or regulated industries is an advantage. - ITIL Foundation or Service Management certifications are desirable but not mandatory. Requirements - Customer Support - Customer Communication - Customer Service - Customer Relationship Management - Customer Issue Resolution - Ticket Management - Ticket Lifecycle Management - Ticket Classification - Ticket Routing - Ticket Prioritization - Queue Management - Incident Management - Incident Coordination - Incident Escalation - Major Incident Management - Root Cause Coordination - Service Operations - SLA Monitoring - Backlog Management - Ageing Analysis - Shift Handover - Operational Governance - Technical Knowledge - Experience using one or more of: - ServiceNow - Jira Service Management - Zendesk - Freshdesk - Salesforce Service Cloud - BMC Remedy - Other ITSM Platforms Soft Skills - Strong Communication - Attention to Detail - Cross-functional Collaboration - Ownership - Decision Making - Time Management - Problem Solving - Multi-tasking - Documentation - Stakeholder Management - Adaptability Working Conditions - 24×7 Rotational Shift - Night Shift Required - Weekend Support - Public Holiday Support - Formal Shift Handover Mandatory - Continuous Queue Monitoring During Assigned Shift Role Boundaries This role is responsible for: - Customer Acknowledgement - Ticket Management - Ticket Coordination - Customer Communication - SLA Monitoring - Incident Coordination - Resolution Tracking - Case Closure Technical troubleshooting and issue resolution remain the responsibility of Engineering and other specialist teams.

Role Description This is a remote position. We are building a dedicated 24x7 support team for the Visiogen platform — a suite of business-critical applications including: - HiApp (Human Intelligence App) - Customer Portal - Operations Portal - Clinic chatbot integrations As a Support Engineer, you will be a Forward Deployed Engineer: hands-on, embedded close to the business, and directly responsible for keeping these systems running and resolving issues that are often unique to individual clinics, customers, or integrations. WHAT MATTERS MOST: We are hiring for problem-solvers first. This role is for someone who has demonstrably rolled up their sleeves and solved messy, customer-specific, or one-off production issues — not just someone who has followed runbook. Relevant certifications (Azure, Kubernetes, etc.) are a plus, but proven, hands-on troubleshooting experience carries far more weight than a certificate. Key Responsibilities - Platform Monitoring: - Monitor application health, availability, and performance across HiApp, Customer Portal, and Operations Portal - Monitor Azure infrastructure and services, integrations, and APIs using Log Analytics and Application Insights - Review logs, dashboards, and alerts to catch potential issues before they impact customers. - Incident Management: - Respond to production incidents as part of a 24x7 rotation and classify them by severity (P1/P2/P3) - Own incidents through to resolution, coordinating with engineering teams during outages - Restore services within agreed SLA timelines and provide clear, timely status updates - Troubleshooting & Root Cause Analysis: - Investigate application failures across React, .NET, and Python (Gen AI) services - Diagnose Azure resource issues — AKS pod crashes, App Gateway/WAF issues, PostgreSQL and Redis problems, Function App failures - Analyze API, database, network, and integration issues, and perform root cause analysis with corrective recommendations - Troubleshoot clinic-specific chatbot integration failures, including JavaScript embed issues on customer websites - Business & Operations Support: - Support new clinic onboarding activities, including data ingestion via Function Apps into the vector database. - Assist the Operations and Customer Success teams with product-level troubleshooting. - Handle customer-specific or customized requirements that fall outside standard playbooks, and drive them to resolution independently. Qualifications - 3-4 years of experience in a relevant field - Experience with Azure Kubernetes Service (AKS), Application Gateway (WAF_v2), Private Endpoints, Traffic Manager, and general Azure resource management - Working knowledge of PostgreSQL and Redis — able to troubleshoot connectivity, performance, and query-level issues Requirements - Hands-on experience with Azure Kubernetes Service (AKS) - Experience with Application Gateway (WAF_v2) - Knowledge of Private Endpoints and Traffic Manager - General Azure resource management skills - Ability to troubleshoot PostgreSQL and Redis issues

Role Description This is a remote position. We are looking for a passionate Software Engineer – GenAI to design and develop production-grade applications powered by Large Language Models (LLMs). In this role, you will work on Agentic AI workflows, Retrieval-Augmented Generation (RAG) systems, and intelligent patient-facing applications while collaborating with cross-functional teams to build scalable and reliable AI solutions. Key Responsibilities - GenAI Application Development - Design, develop, and deploy production-grade LLM-powered applications. - Build Agentic workflows and multi-step AI applications using frameworks such as LangChain and LangGraph. - Develop and maintain RESTful APIs and streaming services using FastAPI and asynchronous Python. - RAG & AI Engineering - Implement Retrieval-Augmented Generation (RAG) pipelines using vector databases and embedding models. - Support data ingestion, chunking, embedding, indexing, and retrieval workflows. - Optimize LLM performance for relevance, accuracy, safety, and response quality through prompt engineering and evaluation. - Software Engineering & Collaboration - Write clean, scalable, and well-documented Python code following engineering best practices. - Contribute to CI/CD pipelines and deployment workflows across development, staging, and production environments. - Collaborate with Product, AI, and Engineering teams to design, build, test, and deploy AI solutions. - Troubleshoot technical issues and continuously explore emerging GenAI technologies to improve existing systems. Qualifications - Bachelor's or Master's degree in Computer Science, Engineering, or a related field. - 2–3 years of software development experience, including at least 1 year building GenAI or LLM-based applications. - Strong proficiency in Python, including asynchronous programming (async/await). - Experience building APIs using FastAPI or similar Python frameworks. - Good understanding of prompt engineering, Retrieval-Augmented Generation (RAG), and LLM application architecture. - Experience with Git, version control, and CI/CD workflows. - Strong analytical, problem-solving, and communication skills with the ability to work in a collaborative environment. Preferred Qualifications - Hands-on experience with LangChain, LangGraph, or similar LLM frameworks. - Experience with vector databases such as Pinecone, Weaviate, pgvector, Chroma, or FAISS. - Familiarity with Azure Pipelines, GitHub Actions, or Jenkins. - Experience deploying applications on Azure, AWS, or GCP. - Working knowledge of Docker and containerized applications. - Experience with PostgreSQL, MySQL, MongoDB, Redis, or similar databases. - Portfolio or GitHub projects demonstrating software engineering and GenAI development expertise.

Role Description We are seeking a skilled Power BI Expert to join the Analytics team at ZEISS VisioGen. The role will focus on transforming complex data into meaningful, actionable insights through high quality dashboards and reporting solutions. The ideal candidate will play a key role in enabling data-driven decision-making by partnering with cross-functional teams, building scalable reporting systems, and ensuring data accuracy, performance, and usability across business dashboards. Key Responsibilities - Dashboard Development - Design, develop, and maintain standardized Power BI dashboards and reports aligned with business requirements. - Ensure dashboards follow best practices in UX, design consistency, and performance optimization. - Build scalable reporting solutions for multiple business functions. - SQL & DAX Development - Write optimized SQL queries for data extraction, transformation, and analysis. - Develop advanced DAX measures, calculated columns, and KPIs. - Ensure high-performance reporting through efficient query and data model design. - Data Analysis & Data Quality - Perform exploratory data analysis to identify trends, patterns, and anomalies. - Identify and resolve data quality issues including missing, inconsistent, or inaccurate data. - Apply data cleansing and validation techniques to ensure reporting accuracy. - Data Modeling - Design and implement efficient data models using star/snowflake schemas in Power BI. - Define relationships, hierarchies, and cardinality to support scalable reporting. - Implement Row-Level Security (RLS) and access control where required. - Stakeholder Collaboration - Partner with business stakeholders, analysts, and leadership teams to gather reporting requirements. - Translate business needs into analytical solutions and dashboard outputs. - Present insights, findings, and recommendations to stakeholders. - Iterate dashboards based on feedback to improve usability and impact. Qualifications - 2–3+ years of hands-on experience in Power BI development. - Strong expertise in DAX, Power Query (M language), and Power BI Service. - Proficiency in SQL (T-SQL or equivalent). - Experience building enterprise-grade dashboards and data models. - Strong understanding of data modeling concepts (star/snowflake schema). - Excellent communication and stakeholder management skills. Requirements - 2–3+ years of hands-on experience in Power BI development. - Strong expertise in DAX, Power Query (M language), and Power BI Service. - Proficiency in SQL (T-SQL or equivalent). - Experience building enterprise-grade dashboards and data models. - Strong understanding of data modeling concepts (star/snowflake schema). - Excellent communication and stakeholder management skills.

Role Description The Clinical Specialist Lead will be responsible for building a scalable, resilient, and high-performance round-the-clock clinical operations model across 24 clinics. This role focuses on: - Designing structured shift operations - Strengthening service quality - Improving lead conversion outcomes - Ensuring operational continuity across all time bands (morning, mid, and night) The individual will drive: - Process standardization - Accountability frameworks - Hiring structures - Productivity improvement mechanisms These efforts aim to enhance patient experience, OD performance, and overall clinic support efficiency. The role requires strong operational leadership, systems thinking, and the ability to build an ownership culture within a distributed 24×7 team environment. Key Responsibilities - Build a Scalable 24-Clinic Support Structure: - Implement a structured shift-based operating model to ensure balanced workload and seamless round-the-clock coverage. - Design and enforce structured break scheduling across all shifts to ensure uninterrupted clinic support. - Develop standardized one-page clinic fact sheets to improve response accuracy and consistency. - Review and update chat SOPs monthly, including structured scripts, red flags, and low-conversion enquiry handling frameworks. - Maintain more than 95% SOP adherence across all clinical chat interactions. - Improve OD Productivity, Stability, and Operational Continuity: - Implement support mechanisms (including internet reimbursement) to improve OD stability and retention. - Establish a night-shift emergency escalation matrix with defined ownership and response timelines. - Define and document a structured backup workflow during platform (Hampi) downtime. - Create contingency frameworks to manage OD unavailability due to emergencies. - Strengthen Hiring, Allocation, and Continuity Planning: - Design a structured hiring and performance framework including KPIs, probation guidelines, and performance correction mechanisms. - Allocate shifts based on assessment outcomes and behavioral fit to optimize productivity and team balance. - Train and appoint at least one backup lead to ensure operational and leadership continuity. - Strengthen Lead Conversion and Follow-Up Discipline: - Improve chat-to-lead conversion rate by +3 percentage points per quarter through structured follow-ups and SOP enhancement. - Track performance dashboards to monitor conversion, response time, and quality metrics. - Identify patterns in low-conversion enquiries and implement corrective action plans. - Build Ownership and Accountability Culture: - Introduce a rotational “OD of the Week” ownership model to encourage proactive leadership and accountability. - Enable at least 80% issue resolution without direct OD Lead intervention by building team autonomy. - Foster a high-performance, outcome-oriented, and collaborative team culture. Qualifications - B.Optom or equivalent degree in Optometry - 2–5 years of experience in clinical operations, healthcare support operations, or 24×7 service management - Experience in shift-based team management and performance-driven environments - Strong process design, SOP development, and operational planning capabilities - Analytical mindset with the ability to track conversion metrics and productivity dashboards - Strong leadership, stakeholder management, and escalation handling skills Preferred Attributes - Experience managing distributed or remote operational teams - Exposure to healthcare platform-based operations - Strong data-driven decision-making capability - Ability to build systems that scale with business growth