VoIP Onboarding Engineer

Job Description

Job Description

About the Role

We'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

Requirements

Required 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