Cloud Phone Implementation & Customer Success Specialist

CTI•Chicopee, MA

1d•$70,000 - $100,000•Hybrid

About The Position

To support CTI's growing telecommunications practice, this post-sale role is responsible for ensuring a seamless customer onboarding experience by coordinating, configuring, and supporting Cloud Phone deployments for business customers. The ideal candidate combines strong project management, communication, and technical skills with a commitment to delivering exceptional customer service.

Requirements

Customer Service Experience: A must!
Attitude and Aptitude: Are key! We need someone who is eager to learn and comes to work ready to tackle any situation.

Nice To Haves

Experience with Zoom Phone, Zoom Workplace, or other cloud-based telephony platforms.
Experience coordinating telephone number porting projects.
Telecommunications, VoIP, UCaaS, or networking experience.
Previous experience in technical support, implementation, or customer success roles.
Project management experience or related certifications.
An associate's degree is preferred, but not required.

Responsibilities

Configure and customize Cloud Phone environments based on customer requirements.
Program users, call routing, auto attendants, call queues, business hours, voicemail settings, and other telephony features.
Validate system functionality and ensure customer solutions are properly configured before deployment.
Assist customers with best practices and adoption of Zoom Phone services.
Coordinate telephone number port requests and migrations.
Collect and validate required documentation from customers.
Work with carriers and providers to monitor and expedite porting activities.
Communicate porting status and key milestones throughout the implementation process.
Provide onsite and remote support for Cloud Phone customers.
Deliver end-user and administrator training.
Troubleshoot and resolve telephony-related issues.
Serve as a trusted advisor during and after implementation.

Benefits

Salary range: $70,000 to $100,000 (DOE)
Employer-matched medical and dental insurance (available after 60 days of employment)
Employer-matched 401 (k) up to 3% (after 6 months of employment)
Bonus eligibility that is based on a results-oriented incentive plan (after 3 months of employment)
A graduated PTO program
All major holidays off
Three “floating” holidays, available upon first day of employment
Special gifts for significant life events, such as marriage, the birth of a child, and buying a house.
Cell phone reimbursement plan.
Life Insurance and Long- and Short-Term Disability: 100% paid by CTI.