Onboarding Specialist – Telephony Systems & AI Solutions

Job Summary

The Onboarding Specialist – Telephony Systems & AI Solutions leads new client deployments post-sale, managing system configuration and user adoption for cloud communications and AI features.

Responsibilities

• Lead technical discovery sessions and define project timelines and success criteria for enterprise accounts.
• Assist client administrators, IT teams, and contact center leaders with setup, network readiness, and account provisioning.
• Manage project milestones to reduce Time-to-Value and ensure timely cutovers.
• Configure cloud PBX, IVR call trees, SIP trunking, call routing, and user permissions according to client workflows.
• Implement and configure AI modules including speech analytics, conversational AI voicebots, real-time agent assist, and automated call summaries.
• Collaborate with product and engineering teams to integrate with customer CRMs and IT helpdesk systems.
• Provide tailored virtual or on-site training for system administrators, team leads, and agents.
• Create and maintain user guides, knowledge base articles, video walkthroughs, and best-practice materials to support adoption.
• Conduct Go-Live testing, user acceptance testing, and monitor post-launch to resolve deployment issues.
• Track engagement, feature adoption, and customer satisfaction metrics, and hand off accounts to Customer Success Managers and Support teams.

Requirements

• Technical understanding of cloud telecom concepts such as SIP, WebRTC, Hosted PBX, IVR routing, and API integrations.
• Experience with onboarding or configuring Conversational AI, NLP, Speech Analytics, or AI Agent Assist tools.
• Strong project management skills handling multiple client deployments simultaneously.
• Excellent communication skills to explain technical concepts to non-technical users and lead executive project kickoffs.
• Fluency in English and Arabic.
• 5+ years in customer-facing implementation, technical onboarding, or customer success roles within B2B SaaS, cloud telephony (UCaaS/CCaaS), or VoIP platforms.
• Consultative selling skills to translate technical features into business outcomes and ROI.
• Executive presence with strong oral, written, and presentation skills for C-level stakeholders.
• Negotiation experience with multi-year enterprise contracts and software licensing.

What the company offers

• Competitive executive compensation package.
• Performance-based annual bonus.
• Opportunity to lead large-scale, multi-client operations in a growing regional BPO.
• Executive leadership development opportunities.
• Collaborative, innovation-driven, high-performance work environment.

We refresh listings regularly, but some roles close early on the source platform.