Implementation Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Facilitate project kickoff meetings to collect requirements and define timelines and deliverables

• Serve as an expert in call flow and customer experience, assisting clients in designing IVR systems

• Develop, construct, test, and implement IVR workflows

• Educate clients on product functionalities through online training sessions and, if requested, in-person sessions

• Set up client portals and assist clients during User Acceptance Testing prior to launch

• Oversee project timelines and the onboarding process

• Provide support during customer go-lives and critical milestones outside of standard business hours when necessary

• Deliver post-implementation assistance and address client inquiries or issues

• Offer advice on product usage and best practices

• Process and document requests for changes

• Manage client expectations and ensure timely and accurate delivery of changes in live environments

• Foster client relationships and relay insights to internal teams

• Collaborate with internal teams to assign, monitor, and complete tasks

• Assist with the ongoing needs and enhancements of assigned clients

• Create and maintain statements of work for features and implementations

• Address escalations and resolve technical challenges

• Clarify, document, and coordinate client requests for changes

⛳️ Requirements

• Bachelor’s degree in a relevant field or over 3 years of experience in customer onboarding, implementation, or a client-facing technical position

• Experience in working with or implementing contact center solutions

• Strong knowledge of contact center operations, customer service workflows, and operational metrics

• Proven experience in project coordination or management, with a track record of meeting project timelines and deliverables

• Familiarity with principles of call flow design and contact center platforms

• Understanding of AI-driven tools and software automation

• Capability to juggle multiple priorities in a fast-paced environment

• Outstanding communication and customer service abilities

• Proficiency in using CRM or ticketing systems such as Salesforce, Oracle, Confluence, or similar

• Comfortable working in a remote or hybrid setting

• Self-driven, flexible, eager to learn, and a collaborative team member

🏝️ Benefits

• Equal opportunity employer

• Commitment to providing reasonable accommodations for identified disabilities or other limitations as required by applicable laws

• Dedication to diversity and inclusion

• Opportunities for promotion from within