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About the Role

The Software Implementation Engineer is a hands-on technical delivery role focused on complex NHS deployments. This role involves configuring SSO, provisioning tenants, delivering EHR integrations, and resolving technical issues to ensure smooth product launches.

Responsibilities

Own the technical setup of new enterprise accounts end to end: tenant and workspace configuration, user provisioning and seat structure, environment readiness.
Configure SSO with the customer’s IT team, including MFA and conditional-access alignment.
Drive network and device readiness, working directly with customer IT to clear deployment blockers.
Receive validated integration design and signed SOW, confirm prerequisites, configure Heidi components, perform technical testing, support customer UAT, and execute technical go-live activities.
Translate SOW and technical design into precise, prioritised implementation requirements for FDEs.
Surface integration gaps to the Technical Program Manager.
Raise requirement changes through formal change control.
Provide credible estimates, identify dependencies, and give CSM evidence-based status and recovery options.
Own the integrated technical plan, customer-facing delivery dates, and dependency escalation.
Iterate and optimize integrations post-go-live.
Set up agentic workflows, agents, and custom builds to fit account workflows.
Translate customer purchases into system configurations.
Handle technical template and coding setup that impacts system behavior.
Provide first-line technical diagnosis for CSMs during active implementation and hypercare.
Fix implementation-phase and account-specific configuration issues.
Route confirmed product defects to Support Engineering with diagnosis attached.
Translate customer technical problems into clear priorities for the Technical Program Manager and Support Engineering.
Provide accurate technical input for DPIAs, security questionnaires, and IT-assurance requests.
Work within NHS governance gates, planning technical work around them.
Review signed SOW, discovery notes, and other documentation before technical implementation.
Return handover if blocking risks, unclear scope, or unsupported commitments prevent a credible plan.
Deliver against agreed scope without converting new customer requirements into configuration work.
Classify emerging requests as in-scope configuration, defect, net-new engineering, roadmap request, or commercial change.
Escalate material scope changes through the CSM, SE, and AE.

Requirements

Technically credible in front of a CIO.
Precise in what you hand to engineers.
Relentless about closing the loop.
Translate technical needs into clear, prioritised asks for the Technical Program Manager.
Hands-on delivery: personally set up, configure, and validate the technical footprint of an account.
Technical ownership: diagnose and assign owners for all technical problems at accounts.
Fast unblocking: diagnose, sequence, and resolve technical blockers quickly.
Clean boundaries: hand net-new build work to FDEs as precise requirements and route defects to Support Engineering with diagnosis.
Trusted translation: act as a peer to customer IT and security teams, provide actionable integration gaps and technical priorities to the TPM, and provide clear signals to product.
Delivery-accountable: make the technical side of every account work.
Receive validated integration design and signed SOW from presales.
Support customer UAT and execute technical go-live activities.
Own the integrated technical plan, customer-facing delivery dates, and dependency escalation.
Be the first technical port of call for CSMs during active implementation and hypercare.
Provide first-line diagnosis for technical issues.
Fix implementation-phase and account-specific configuration issues.
Route confirmed product defects to Support Engineering with diagnosis attached.
Provide accurate technical input and evidence for DPIAs, security questionnaires, and IT-assurance requests.
Work within NHS governance gates.
Review signed SOW, discovery notes, technical decision record, architecture, acceptance criteria, success measures, and open risk log before technical implementation begins.
Return the handover where a blocking material risk, unclear scope, or unsupported commitment prevents a credible implementation plan.
Deliver against the agreed scope without converting new customer requirements into configuration work.
Classify emerging requests as in-scope configuration, defect, net-new engineering, roadmap request, or commercial change.
Escalate material scope changes through the CSM, SE, and AE before committing work or dates.

Skills

Configuration
SSO configuration
Tenant provisioning
EHR integrations
Agent configuration
Custom builds
Technical diagnosis
Identity management
MFA configuration
Conditional-access alignment
Network readiness
Device readiness
SAML
OIDC
Okta
Microsoft Entra
NHS identity infrastructure
VDI
Mobile device management
Technical testing
UAT support
Go-live activities
API configuration
Data flow configuration
Technical template setup
Coding setup
DPIA input
Security questionnaire input
IT-assurance request input
NHS governance
Clinical safety sign-off
IG approval
Change control
Scope control

Location

NHS deployments

Work Type

Hybrid
3 days in the office

Experience Level

Mid-level

Benefits

Equity from day one
Comprehensive private medical and dental cover through Bupa
24/7 mental health, coaching and wellbeing support through Sonder
£100/month Healthy Heidi’s stipend
26 weeks paid global parental leave for primary carers
18 weeks paid global parental leave for secondary carers
£7,000 one-off fertility support payment
£700 per year for learning and development
£500 one-off home office budget
Recharge days after major milestones
Work from anywhere for up to 4 weeks per year
10 days per year clinical leave for eligible clinical roles

About the Company

Heidi is building the future of healthcare with AI Care Partners.
Our clinical AI products have absorbed the administrative chaos of 73 million patient visits.
We support over 2.5 million patient sessions a week across 190+ countries.
Our mission is to double the world’s healthcare capacity and strengthen the human connection at its heart.
We found product-market fit with a freemium medical scribe.
We are expanding and looking for individuals who want to build something bigger than themselves.
We focus on real-world impact over imaginary valuations and glossy PR.
We live and breathe the challenges of modern health systems and are laser-focused on exacting change.
We are medicos, engineers, builders, and designers who have felt the toll of non-care.
A-players progress extremely fast here.
We value sustainable performance and mental health.
We operate on outcomes > inputs, not process theatre.
We hold ourselves to a higher standard because healthcare demands it.
We are shaping the future of AI in healthcare.

Equal Opportunity

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives.
Our strength is in our differences.
We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all.