VoIP Onboarding Engineer

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 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