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VoIP Onboarding Engineer

3 weeks, 2 days ago
United States
Full-time
Senior
Implementation Engineer
DevOps and Infrastructure
HubSpot Salesforce SAML Twilio
Apply Now
CodeForce

CodeForce

We specialize in custom software development, AI-driven solutions, and digital transformation to help companies stay ahead in the tech landscape

information technology & services
11-50
View All Jobs 7

Description

  • Own and manage the full client onboarding lifecycle across multiple concurrent accounts from kickoff through adoption and go-live.
  • 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 related to VoIP performance and call quality.
  • Perform advanced network diagnostics, including LAN/WAN topology review, QoS configuration, VLAN segmentation, firewall rule auditing, and bandwidth analysis.
  • Lead SaaS platform onboarding, including multi-tenant setup, user provisioning at scale, SSO/SAML configuration, webhook and API integrations, and role-based access control.
  • Translate complex client environments into documented implementation plans and network topology diagrams.
  • Proactively identify onboarding risks and drive resolution before they affect go-live timelines.
  • Build and maintain onboarding SOPs, technical runbooks, integration guides, and knowledge base articles.
  • Act as the voice of the client internally by capturing product feedback, recurring pain points, and feature gaps for the product team.

Requirements

  • 5+ years of experience in client onboarding, VoIP implementation, or technical support.
  • Deep expertise in IP PBX systems such as 3CX, Asterisk, or Cisco UCM, including system administration, dial plan configuration, and trunk management.
  • Expert-level knowledge of VoIP protocols including SIP, RTP, SRTP, and SDP, with the ability to 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 such as Twilio, Vonage, RingCentral, Zoom Phone, or AWS Connect.
  • Experience managing enterprise-level deployments with multiple sites, complex routing requirements, and high call volumes.
  • Demonstrated ability to create structured documentation such as network diagrams, implementation plans, SOPs, and end-user guides.
  • Strong client-facing communication skills, including the ability to present to technical teams and C-level stakeholders.
  • Ability to manage 10+ concurrent onboardings.
  • Familiarity with CRM and helpdesk tools such as Zendesk, Freshdesk, HubSpot, or Salesforce.
  • Eligible to work in the United States.
  • Experience with contact center platforms, ACD, skill-based routing, or workforce management integrations is preferred.
  • Exposure to CPaaS platforms and programmable voice or SMS APIs is preferred.
  • CompTIA Network+, CCNA, or vendor-specific VoIP or UC certifications such as 3CX, Cisco, or Avaya are preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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