Implementation Specialist

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

📋 Description

• Facilitate project kickoff meetings to gather requirements and establish timelines and deliverables.

• Counsel clients on call flows and customer experience, including effective IVR system design.

• Design, construct, test, and deploy IVR workflows.

• Provide training to clients on product features through virtual sessions and, when requested, in-person meetings.

• Configure client portals and assist clients during User Acceptance Testing (UAT).

• Oversee project timelines and the delivery of onboarding processes.

• Support customer go-lives and critical milestones outside of standard business hours when necessary.

• Offer post-implementation support and address client inquiries or concerns.

• Advise on product usage and best practices.

• Process and document requests for changes.

• Manage client expectations, ensuring accurate and timely delivery of changes in live environments.

• Foster client relationships and communicate insights with internal teams.

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

• Address the evolving needs and enhancements of assigned clients.

• Create and maintain statements of work for features and implementations.

• Handle escalations and troubleshoot technical challenges.

• Coordinate with relevant teams to resolve issues.

⛳️ Requirements

• Bachelor's degree in a related field or over 3 years of experience in customer onboarding, implementation, or a client-facing technical role.

• Experience in working with or implementing contact center solutions.

• Strong grasp 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 call flow design principles and contact center platforms.

• Understanding of AI-driven tools and software automation.

• Capacity to manage multiple priorities in a fast-paced environment.

• Exceptional communication and customer service abilities.

• Experience with CRM or ticketing systems like Salesforce, Oracle, Confluence, or similar platforms.

• Comfortable working in a remote or hybrid setting.

• Self-motivated, adaptable, and enthusiastic about learning and growth.

• Willingness to work outside standard business hours when necessary for customer go-lives or significant project milestones.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations for identified disabilities or other limitations as required by applicable laws.

• Commitment to diversity and inclusion.

• Opportunities for promotion from within.