About the RoleWe're looking for a seasoned Client Onboarding Specialist who'll own the end-to-end onboarding journey for new clients - from initial configuration through go-live - while serving as their trusted technical advisor.
Key Responsibilities- Own and manage the full client onboarding lifecycle across multiple concurrent accounts, from kickoff to successful adoption
- Lead onboarding sessions, technical deep-dives, and admin-level training for enterprise and SME clients
- Architect and configure VoIP systems, IP PBX platforms, SIP trunking, hunt groups, ring strategies, IVR trees, call routing logic, and cloud-based communication solutions
- Serve as the primary escalation point for Level 1 and Level 2 technical issues, including VoIP call quality degradation, one-way audio, jitter, packet loss, SIP registration failures, codec negotiation failures, and NAT traversal issues
- Perform advanced network diagnostics - LAN/WAN topology review, QoS policy configuration, VLAN segmentation, firewall rule auditing, and bandwidth analysis - to ensure optimal VoIP performance
- Lead SaaS platform onboarding including multi-tenant configuration, user provisioning at scale, SSO/SAML setup, webhook and API integrations, and role-based access control
- Translate complex client environments into clean, documented implementation plans and network topology diagrams
- Proactively identify risks during onboarding and drive resolution before they impact go-live timelines
- Build and maintain a library of onboarding SOPs, technical runbooks, integration guides, and knowledge base articles
- Act as the voice of the client internally - capturing product feedback, recurring pain points, and feature gaps for the product team
- Maintain high client satisfaction scores through ownership, transparency, and consistent follow-through
RequirementsRequired Skills & Qualifications- 5+ years of experience in client onboarding, VoIP implementation, or technical support
- Deep expertise in IP PBX systems - 3CX, Asterisk, Cisco UCM, or similar - including system administration, dial plan configuration, and trunk management
- Expert-level knowledge of VoIP protocols: SIP, RTP, SRTP, SDP - with the ability to independently read SIP traces, analyze packet captures, and isolate call flow issues
- Proven experience onboarding SaaS platforms, including user provisioning, SSO/SAML integrations, and APIs
- Solid understanding of cloud communication platforms - Twilio, Vonage, RingCentral, Zoom Phone, AWS Connect, or equivalent - and experience supporting VoIP products and PBX systems
- Experience managing enterprise-level deployments with multiple sites, complex routing requirements, and high call volumes
- Demonstrated ability to create structured documentation - network diagrams, implementation plans, SOPs, and end-user guides
- Strong client-facing communication skills - comfortable presenting to both technical teams and C-level stakeholders
- Ability to manage 10+ concurrent onboardings without dropping the ball
- Familiarity with CRM and helpdesk tools: Zendesk, Freshdesk, HubSpot, Salesforce
- Eligible to work in the United States
Nice to Have- Experience with contact center platforms, ACD, skill-based routing, or workforce management integrations
- Exposure to CPaaS platforms and programmable voice or SMS APIs
- Certifications: CompTIA Network+, CCNA, or vendor-specific VoIP or UC certifications such as 3CX, Cisco, or Avaya
Benefits 
