Implementation Specialist

Experteer Overview In this role you lead the deployment and onboarding of our Contact Center software, guiding clients through configuration, integration, and optimization. You act as the primary liaison between customers and internal teams to ensure a smooth transition from purchase to launch. You design IVR workflows, train users, and manage timelines to deliver successful onboarding. You work closely with cross-functional teams, driving customer success and continuous improvement. You will thrive in a fast-paced, collaborative environment and have a clear impact on client outcomes. Compensation / Benefits * Lead project kickoff calls to gather requirements and outline timelines and deliverables * Design, build, test, and deploy IVR workflows based on client requirements * Train clients on product features via online sessions and in-person as needed * Configure client portals and guide User Acceptance Testing (UAT) prior to launch * Manage project timelines and ensure timely onboarding delivery * Provide post-implementation support and address client questions promptly * Explain product use and best practices with clear, accurate guidance * Document change requests and ensure clarity and consistency per internal procedures * Manage client expectations and ensure changes are delivered in live environments * Maintain client relationships, share feedback with internal teams for improvement * Collaborate with internal teams to track and complete tasks toward client goals * Draft and maintain statements of work (SOWs) for new features or implementations * Handle escalations professionally and coordinate resolutions Tasks * Bachelor in related field or 3+ years in customer onboarding, implementation, or client-facing technical role * Experience with contact center solutions and understanding of contact center operations * Project coordination or management experience with track record of meeting timelines * Familiarity with call flow design principles and contact center platforms * Awareness of AI-driven tools and automation in software * Fast learner capable of managing multiple priorities in a dynamic environment * Excellent communication and customer service skills * Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence) to manage client information * Comfortable with remote or hybrid work and strong organization * Team player, self-motivated, adaptable, and eager to learn Key requirements * remote or hybrid work * opportunities for growth and internal advancement

teams delivery * Provide post-implementation support and address client questions promptly * Explain product use and best practices with clear, accurate guidance * Document change requests and ensure clarity and consistency per internal procedures * Manage client expectations and ensure changes are delivered in live environments * Maintain client relationships, share feedback with internal teams for improvement * Collaborate with internal teams to track and complete tasks toward client goals * Draft and maintain statements of work (SOWs) for new features or implementations * Handle escalations professionally and coordinate resolutions Tasks * Bachelor in related field or 3+ years in customer onboarding, implementation, or client-facing technical role * Experience with contact center solutions and understanding of contact center operations * Project coordination or management experience with track record of meeting timelines * Familiarity with call flow design principles and contact aaaaN _ platforms * Awareness of AI-driven tools and automation in software * Fast learner capable of managing multiple priorities in a dynamic environment * Excellent communication and customer service skills * Experience using CRM or ticketing systems (e.g., Salesforce, Oracle, Confluence) to manage client information * Comfortable with remote or hybrid work and strong organization * Team player, self-motivated, adaptable, and eager to learn Key requirements * remote or hybrid work * opportunities for growth and internal advancement