Onboarding Specialist – Telephony Systems & AI Solutions

About the role

We are seeking an engaging, tech‑savvy Onboarding Specialist – Telephony Systems & AI to lead new clients through post‑sale deployment, system configuration, and user adoption. You will help mid‑market and enterprise customers transition from legacy telephony platforms to our cloud communications suite (UCaaS/CCaaS) while activating advanced AI features such as voicebots, real‑time agent assist, automated call summaries, and speech analytics.

Key responsibilities

• Lead technical discovery kickoffs, establish project timelines, deployment milestones, and success criteria for new enterprise accounts.
• Configure cloud PBX environments, IVR call trees, SIP trunking, call routing, and user permission roles; implement AI modules like speech analytics, conversational voicebots, real‑time agent assist, and post‑call auto‑summarization.
• Deliver tailored virtual or on‑site training for administrators, team leads, and front‑line agents; create user guides, knowledge‑base articles, video walkthroughs, and best‑practice cheat sheets.
• Conduct Go‑Live testing, UAT, and post‑launch monitoring; track engagement metrics, feature adoption, and onboarding satisfaction scores before handing off to Customer Success Managers.

Required profile

• Technical aptitude with cloud telecom concepts (SIP, WebRTC, Hosted PBX, IVR routing) and basic API‑based integrations.
• Experience with conversational AI, NLP, speech analytics, or AI agent‑assist tools.
• Strong project‑management skills, able to manage multiple simultaneous client deployments.
• Excellent communication skills to translate technical concepts for non‑technical users and lead executive kickoffs.
• Fluency in English and Arabic.

Required skills

• Understanding of telephony architectures (SIP, WebRTC, Hosted PBX, Cloud Contact Centers) and AI module integration via APIs.
• Consultative selling ability to link tech features to business outcomes.
• Executive presence with strong oral, written, and presentation capabilities for C‑level stakeholders.
• Negotiation experience for multi‑year enterprise contracts and software licensing terms.

What we offer

• Competitive executive compensation package.
• Performance‑based annual bonus.
• Opportunity to lead large‑scale, multi‑client operations within a growing regional BPO organization.
• Executive leadership development opportunities.
• Collaborative, innovation‑driven, high‑performance work environment.
• Key role in shaping future growth and operational excellence of CsMena.