- Own and manage the full client onboarding lifecycle across multiple concurrent accounts, from kickoff to successful adoption
- 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, including VoIP call quality degradation, one-way audio, jitter, packet loss, SIP registration failures, codec negotiation failures, and NAT traversal issues
- Perform advanced network diagnostics, including LAN/WAN topology review, QoS policy configuration, VLAN segmentation, firewall rule auditing, and bandwidth analysis
- Lead SaaS platform onboarding including multi-tenant configuration, user provisioning at scale, SSO/SAML setup, webhook and API integrations, and role-based access control
- Translate complex client environments into clean, documented implementation plans and network topology diagrams
- Build and maintain a library of onboarding SOPs, technical runbooks, integration guides, and knowledge base articles
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