- Lead full-cycle implementation projects (typically 30–90 days) from kickoff through go-live and hypercare
- Own and manage 1–2 concurrent client implementations depending on workload
- Conduct project scoping, requirements gathering, and solution design with clients
- Configure and deploy CCaaS and UCaaS platforms such as Zoom, Five9, Genesys, Dialpad, or similar systems
- Manage technical setup including number porting, routing configuration, system provisioning, and UAT testing
- Support integration and configuration of APIs and connected systems where applicable
- Facilitate client onboarding sessions, training, and implementation workshops
- Serve as the primary point of contact for clients throughout the implementation lifecycle
- Coordinate with internal teams including IT, project managers, and support teams to ensure delivery success
- Ensure smooth transition to vendor support or operations teams after go-live
- Create and maintain implementation documentation, onboarding guides, and technical playbooks
- Identify implementation risks, troubleshoot deployment issues, and recommend solutions in real time
RESTful APIs