Voice AI Onboarding & Integrations Specialist

SMA Support Services

9d • Remote

About The Position

SMA Support Services is hiring a Voice AI Onboarding & Integrations Specialist to own end-to-end onboarding of agency and reseller partners onto its white-label Voice AI platform, from kickoff through go-live. The role involves gathering partners’ requirements, configuring branded accounts and Voice AI agents, integrating CRMs and other tools, setting up telephony and billing, testing launches, and training partners to use and support the platform. The specialist will manage onboarding progress and blockers, troubleshoot issues, measure onboarding outcomes, collect feedback, and recommend improvements to templates, documentation, and platform processes. The position is project-based and work-from-home. The salary offer is 70,000 gross, and pay begins on the first day of training. The company provides paid training, government-mandated benefits, 13th-month pay, and HMO. Based on performance, the employee may be absorbed into a regular position and become eligible for a memorial plan, paid leaves, and other benefits, as well as attendance- and performance-based incentives.

Requirements

• Provide a portfolio with examples of client onboardings led, CRM integrations or automations built, and SOPs or training materials written; examples may be screenshots, documents, or Loom walkthroughs.
• At least 2 years of experience in client onboarding, implementation, solutions, or customer success roles at a SaaS company, agency, or Voice AI company.
• Hands-on experience with Vapi, Retell AI, Synthflow, GoHighLevel, or similar Voice AI and automation platforms.
• Experience connecting platforms to CRMs using REST APIs, webhooks, JSON, API keys, and OAuth; ability to read API documentation and test calls in Postman or similar.
• Experience configuring HubSpot, Salesforce, Zoho, Pipedrive, or GoHighLevel, including custom fields, pipelines, and workflows.
• Familiarity with Zapier, Make, or n8n.
• Working knowledge of A2P 10DLC registration and Twilio or similar telephony, including number provisioning and Trust Hub.
• Basic understanding of DNS and custom domains, including CNAME and TXT records.
• Excellent communication and training skills, including the ability to explain technical setups to non-technical agency owners.
• Strong project management skills and ability to manage multiple onboardings and meet go-live dates.
• Strong documentation skills, including writing clear SOPs and checklists.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and turn repeated setups into templates and checklists.

Nice To Haves

• Experience with GoHighLevel agency/sub-account setup, SaaS Mode, snapshots, and rebilling is highly preferred.
• Basic JavaScript or Python skills for simple scripts and webhook handling.

Responsibilities

• Own end-to-end onboarding of agency and reseller partners onto the white-label Voice AI platform, from kickoff call to go-live.
• Run kickoff and discovery calls to capture use cases, call scripts, branding, CRM, calendars, and success metrics.
• Set up partner accounts and branding, including custom domains, DNS records, branded logins, logos, color themes, sub-accounts, user roles, and permissions.
• Deploy and customize Voice AI agent templates and snapshots, including prompts, voices, flows, and workflows, using platforms such as Vapi, Retell AI, Synthflow, and GoHighLevel.
• Connect Voice AI agents to partners’ CRMs and tools through REST APIs, webhooks, and native integrations, including calendar tools.
• Map and test data flows to ensure contacts, call outcomes, dispositions, transcripts, summaries, tags, and appointments sync correctly into CRMs.
• Build integrations in Zapier, Make, or n8n when native integrations are unavailable, and hand complex custom API work to the Voice AI Solutions Engineer.
• Provision phone numbers and complete A2P 10DLC registration for partner clients, including Twilio Trust Hub profiles and Brand and Campaign submissions; address rejected submissions.
• Set up rebilling, pricing plans, and usage limits, including Stripe, per-minute markups, and credit wallets.
• Run test calls and complete a go-live checklist covering agent quality, transfers, CRM synchronization, calendar booking, A2P status, and billing.
• Train partners to use, sell, and support the platform through live sessions, recorded walkthroughs, SOPs, and help-center articles.
• Serve as the partner’s main point of contact during onboarding and track progress, deadlines, and blockers in a project management tool or CRM.
• Troubleshoot branding, domain, CRM integration, webhook, phone number, A2P, and billing issues; escalate platform bugs to engineering or vendors.
• Track onboarding metrics such as time to go-live, activation rate, first-30-day usage, support tickets per partner, and partner satisfaction.
• Collect partner feedback and recommend improvements to templates, onboarding steps, documentation, and the platform.
• Follow data privacy, access control, call-consent, call-recording, and TCPA requirements across partner accounts.

Benefits

• Paid comprehensive training.
• Government-mandated benefits.
• 13th-month pay.
• HMO.
• If absorbed into a regular position based on performance: memorial plan, paid leaves, and other benefits.
• Attendance- and performance-based incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed