Job Summary:

The Technical Onboarding Specialist is responsible for the technical onboarding of new partners and new products, adding value to Partners and Customers who work with Reinvent, and promoting early adoptions of technologies and services. They provide hands-on education and mentorship to Partner Resellers for our core voice and UCaaS platforms. The Technical Onboarding Specialist supports large scale or complex migrations through white-glove onboarding programs or Professional Services engagements. This role is also responsible for supporting provisioning, implementation, and education on additional products such as AI Receptionists, SD-WAN, and Backup Internet. This role is Partner and Customer facing and has cross-functional engagement to ensure overall Partner and Customer success.

Key Outcomes of the Role:

Success in this role looks like:

• Technical enablement: Partners and customers receive hands-on training and best-practice guidance that accelerates their readiness, reduces implementation errors, and promotes early adoption of products and services.
• Issue trend management: Emerging Partner/Customer issues are identified early, quantified, and communicated to stakeholders before they impact satisfaction.
• Migration program administration: The partner migration program is operationally viable, well-administered, and continuously refined.
• Process & Documentation: Onboarding, implementation, and deployment process documentation are developed and maintained.
• Partner Experience & Process Improvement: This role will deliver exceptional Partner and Customer experience throughout the technical onboarding process.
• Product Provisioning & Implementation: Products are successfully provisioned and implemented for Partners or end Customers hand-off following designed workflows. Timelines are met or exceeded, and Partner/Customer communication is well maintained throughout the process. Partners are responsible for final testing and approval.

Technical Onboarding Team Role:

Members of the Technical Onboarding Team:

• Embody and reinforce the company’s ASCEND principles (Accountable, Solutions Oriented, Curious, Empowered, Nimble, Data Driven)
• Partners and Customers are successfully onboarded with the technical skills needed for effective implementation.
• Partner and Customer satisfaction is maintained through proactive issue identification and resolution.
• A scalable partner migration program is operational and continuously improved.
• Onboarding and implementation processes are continuously enhanced to add value to Partners and Customers, through efficient, scalable, and sustainable practices. 
• Products are successfully provisioned and implemented in collaboration with our Partners & Customers

Essential Duties and Responsibilities:

1. Partner and Customer Technical Training & Enablement

•  Provide ongoing technical and provisioning training on products, features, and processes
•  Support Partners and Customers with best practices, deployment process development, and documentation
•  Transfer industry, technical, and product knowledge to internal and external teams
•  Maintain continuing education on the platform and underlying technologies
•  Provide premium onboarding and implementation experience as designed for key products or enhanced service offerings

2. Partner Onboarding & Migration Program Administration

•  Support partner and customer migrations
•  Contribute to the development of the onboarding program to ensure operational viability
•  Create value to Partners and Customers through effective onboarding and implementation of new products and services

3. Issue Identification & Resolution

•  Identify issues impacting Partner or customer success during onboarding and collaborate to resolve them
•  Identify trends affecting Partner or customer satisfaction during onboarding and communicate them to stakeholders

4. Process & Technology Improvement

•  Assist in the design and enhancement of people, processes, and technology relevant to onboarding
•  Collaborate on the creation of new services that ensure partner and customer success

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• Bachelor’s degree or equivalent experience
• 5+ years of experience in VoIP telephony system configuration and implementation in a commercial service provider or interconnect environment highly preferred
• 5+ years configuring and provisioning hosted VoIP solutions on a soft switch platform; Metaswitch and NetSapiens experience highly preferred
• Demonstrated working knowledge of IP configurations, WAN, LAN, VLAN, IAD, and firewall setup
• Demonstrated working knowledge of cloud-based services including hosted VoIP PBX and SIP Trunking
• Broad and in-depth understanding of VoIP telephony business applications
• Working knowledge of PSTN, PRI, Trunks, POTs, and associated voice technologies

Knowledge/Skills/Abilities:

• Deep technical expertise in VoIP and hosted telephony platforms
• Strong partner and customer relationship orientation
• Clear and persuasive communicator, written and verbal
• Disciplined project management with ability to juggle competing priorities
• Drive for process improvement and automation

Equal Employment Opportunity and Preference Policy  

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.