Contact Center Implementation Specialist

Dialogue; United States; On-site; USD 85,000 - 125,000; Full time

Job summary

Dialogue is seeking a Contact Center Implementation Specialist to guide new customers from sale to launch, ensuring a best-in-class experience from day one. You will configure CCaaS platforms, IVR menus, AI chatbots, and integrations while coordinating with technical and business teams.

You will manage the onboarding journey, set up CRM integrations, and drive successful deployments for multiple clients. Strong project management, problem-solving, and communication skills are essential to

Qualifications

• Familiarity with CCaaS platforms and CRM databases.
• Ability to configure call routing, IVR menus, and integrations.
• Experience bridging technical teams with business operations.

Responsibilities

• Set up call routing logic, AI chatbots, user permissions, and IVR menus.
• Lead onboarding from sales handoff to launch, configuring services to meet client needs.
• Connect contact center software with CRMs and third-party tools.
• Manage project timelines and milestones from post-sale to go-live.
• Perform system audits, troubleshoot glitches, and ensure call quality.
• Train clients and contact center teams with live sessions and resources.
• Collaborate with Sales, Product, and Vendors to optimize onboarding.

Skills

Technical Knowledge

Project Management

Problem-Solving

Communication

Tools

Zoom

NICE CXone

Five9

Dialpad

Salesforce

WelcomeHome

Yardi

Aline

VoIP systems

Job description

The Dialogue Contact Center Implementation Specialist will guide new customers from the point of sale to a successful launch, ensuring a seamless, best-in-class experience from day one.

In this role you will manage the setup, configuration, and deployment of customer service software and communication hardware. You will bridge the gap between technical teams and business operations to launch cloud platforms (CCaaS), interactive voice response (IVR) systems, and CRM integrations smoothly.

Are You Someone Who...

• Champions Success: Energetic, empathetic, and driven to help clients achieve their goals.
• Is Resourceful & Curious: A fast, lifelong learner who loves finding creative solutions and driving to a "Yes.".
• Masterfully Multitasks: Has the organizational skills to manage multiple clients and deadlines without missing a detail.
• Communicates Naturally: Possesses exceptional listening, conversational, and presentation skills.

Core Responsibilities

• Platform Configuration: Set up call routing logic, AI chatbots, user permissions, and IVR menus.
• Drive Integrations & Implementation: Lead the onboarding journey from sales handoff to launch, configuring services to meet client needs.
• System Integration: Connect contact center software with CRMs and third-party business tools.
• Project Management: Build timelines, track project milestones, and guide clients from post-sale to go-live.
• Testing and Quality Control: Run system audits, troubleshoot technical glitches, and ensure high call quality.
• Training and Onboarding: Prepare clients and contact center team to use the new technology efficiently before launch. Conduct engaging live training sessions and create helpful resources (video tutorials, guides).
• Collaborate & Optimize: Partner with Sales, Product, and Vendors to resolve challenges, track CSAT scores, and continuously improve the onboarding lifecycle.

Key Skills Required

• Technical Knowledge: Familiarity with CCaaS platforms (like ZOOM, NICE CXone, Five9, or Dialpad), CRM databases (like Salesforce, WelcomeHome, Yardi, and Aline) and VoIP systems
• Project Management: Strong organizational skills to manage tasks, deadlines, and multiple stakeholders.
• Problem-Solving: Ability to identify technical blockers and fix workflow or routing issues.
• Communication: Clear verbal and written skills to translate technical setups for non-technical users.

Ready to Make an Impact?

If you are ready to shape the first impression of the Dialogue experience and celebrate client wins every day, apply now to join our vibrant team! LetsDialogue.com

Dialogue is an Equal Opportunity Employer and is committed to creating an inclusive workplace where all qualified individuals are considered without regard to legally protected characteristics.