Implementation Specialist

What you will be doing:

• Lead project kickoff calls to gather requirements and outline timelines and deliverables.
• Act as a call flow and customer experience expert, helping clients design efficient and effective IVR systems.
• Design, build, test, and deploy IVR workflows based on client requirements.
• Train clients on all product features through online sessions and when requested in person.
• Work with clients to configure their portals and guide them through User Acceptance Testing (UAT) to confirm readiness before launch.
• Manage project timelines to ensure successful and timely onboarding delivery.
• Be flexible to work outside core business hours when needed to support customer go-lives or key project milestones.
• Provide post-implementation support, resolving client questions or concerns promptly.
• Offer clear, accurate guidance on product use and best practices.
• Process and document change requests following internal procedures to ensure clarity and consistency.
• Manage client expectations and ensure all changes or updates are delivered accurately and on time in live environments.
• Maintain strong client relationships, sharing insights and feedback with internal teams to support continuous improvement.
• Collaborate with internal teams to assign, track, and complete tasks needed to meet client goals.
• Manage an ongoing relationship with assigned clients, supporting their evolving needs and enhancements.
• Draft and maintain statements of work (SOWs) for new features or implementations.
• Handle escalations quickly and professionally, ensuring timely resolution.
• Troubleshoot technical issues and coordinate with the right teams for resolution.
• Interact with clients to receive and clarify change requests following internal processes to ensure that information is gathered, stored and shared in a clear, methodical manner.
• Ongoing relationship with portfolio of assigned client for change and development requests
• Create and document statement of work for feature requests or implementations
• Manage escalated issues with urgency to resolution
• Troubleshoot issues and identify resources needed to help resolve

What you will bring to the role:

• Bachelor’s degree in a related field or 3+ years of experience in customer onboarding, implementation, or a client-facing technical role.
• Strong understanding of contact center operations and metrics, with the ability to use data to improve performance and user experience.
• Experience in project coordination or management, with proven success meeting project timelines and deliverables.
• Familiarity with call flow design principles and contact center platforms.
• Awareness of AI-driven tools and automation in software, with the ability to understand how artificial intelligence enhances customer engagement and operational efficiency.
• Fast learner who can manage multiple priorities in a dynamic environment.
• Excellent communication and customer service skills—able to explain complex concepts clearly and collaborate effectively with clients and teammates.
• Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence, or similar) to manage client information and updates.
• Comfortable working in a remote or hybrid environment, maintaining strong organization and accountability.
• A team player who’s self-motivated, adaptable, and eager to learn and grow.