# VoIP Onboarding Engineer

**Company:** [CodeForce](http://jobs.workable.com/companies/w29HKGPswBNpG3edwgcdeL.md)
**Location:** New York, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/0369e649-5475-45a8-a3cf-ba4f13809fce)

## Description

**About the Role**

We're looking for a seasoned Client Onboarding Specialist who'll own the end-to-end onboarding journey for new clients — from initial configuration through go-live — while serving as their trusted technical advisor.

**Key Responsibilities**

-   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 — LAN/WAN topology review, QoS policy configuration, VLAN segmentation, firewall rule auditing, and bandwidth analysis — to ensure optimal VoIP performance
-   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
-   Proactively identify risks during onboarding and drive resolution before they impact go-live timelines
-   Build and maintain a library of onboarding SOPs, technical runbooks, integration guides, and knowledge base articles
-   Act as the voice of the client internally — capturing product feedback, recurring pain points, and feature gaps for the product team
-   Maintain high client satisfaction scores through ownership, transparency, and consistent follow-through

## Requirements

**Required Skills & Qualifications**

-   5+ years of experience in client onboarding, VoIP implementation, or technical support
-   Deep expertise in IP PBX systems — 3CX, Asterisk, Cisco UCM, or similar — including system administration, dial plan configuration, and trunk management
-   Expert-level knowledge of VoIP protocols: SIP, RTP, SRTP, SDP — with the ability to independently 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 — Twilio, Vonage, RingCentral, Zoom Phone, AWS Connect, or equivalent — and experience supporting VoIP products and PBX systems
-   Experience managing enterprise-level deployments with multiple sites, complex routing requirements, and high call volumes
-   Demonstrated ability to create structured documentation — network diagrams, implementation plans, SOPs, and end-user guides
-   Strong client-facing communication skills — comfortable presenting to both technical teams and C-level stakeholders
-   Ability to manage 10+ concurrent onboardings without dropping the ball
-   Familiarity with CRM and helpdesk tools: Zendesk, Freshdesk, HubSpot, Salesforce
-   Eligible to work in the United States

**Nice to Have**

-   Experience with contact center platforms, ACD, skill-based routing, or workforce management integrations
-   Exposure to CPaaS platforms and programmable voice or SMS APIs
-   Certifications: CompTIA Network+, CCNA, or vendor-specific VoIP or UC certifications such as 3CX, Cisco, or Avaya