Senior Implementation Specialist (Email/SMS) at Hightouch

Own the end-to-end deployment and migration for enterprise Email/SMS customers, from technical discovery through successful production launch.

Lead technical discovery and implementation workshops, translating customer requirements into scalable messaging architecture across integrations, data flows, APIs, account structure, and channel configuration.

Assess customers’ existing ESP and messaging infrastructure and develop migration plans that manage dependencies, mitigate risk, and accelerate time-to-value.

Drive implementation across technical and business stakeholders, including configuration, integration, testing, validation, cutover, and launch readiness.

Lead SMS provisioning and implementation, including sender setup and registration, consent and preference flows, and identification of carrier, regulatory, and provisioning dependencies.

Partner with Deliverability Specialists on sender authentication, domain and IP strategy, warm-up, reputation, and overall deliverability readiness.

Act as a trusted technical advisor to customers, proactively identifying architectural decisions, risks, and blockers throughout the deployment.

Partner with Product and Engineering to resolve implementation blockers and bring customer feedback and product gaps back into the organization.

Build repeatable frameworks, documentation, tooling, and best practices that make enterprise deployments more efficient and scalable.

What We’re Looking For

• 5–10 years of experience in technical implementation, solutions architecture, professional services, or a similar customer-facing technical role
• Experience implementing or migrating enterprise email, SMS, marketing automation, or customer engagement platforms
• Strong technical foundation across APIs, webhooks, data integrations, authentication, and enterprise architecture
• Strong understanding of messaging architecture, including sending domains and IPs, subscriber data, consent and preference management, and transactional vs. marketing messaging
• Experience with SMS provisioning and implementation, including 10DLC, toll-free or short code registration, consent management, and carrier requirements
• Proven ability to lead complex enterprise implementations across multiple technical teams, business stakeholders, and dependencies
• Strong technical project management, communication, and facilitation skills, with the ability to drive multiple implementations and guide technical decision-making
• Experience developing implementation processes and frameworks that scale as a product and organization grow
• Experience with platforms such as Adobe Campaign, MoEngage, Marketo, Eloqua, Attentive, Salesforce Marketing Cloud, Braze, Iterable, Responsys, SendGrid, Twilio, or similar is a strong plus
• Bachelor’s degree or equivalent practical experience