Voice AI Onboarding & Integrations Specialist

SMA Support Services; United States; À distance; USD 63 000 - 77 000; Plein temps

Avantages offerts par ce poste

Work-from-home setup

HMO

13th-month pay

Paid Leaves

Incentives

Résumé du poste

SMA Support Services is seeking an experienced Onboarding Specialist to lead partner onboarding onto our white-label Voice AI platform. You will run kickoff calls, capture use cases, branding, and success metrics.

You will set up partner accounts, deploy agent templates, connect CRMs, build integrations, and train partners. The role demands strong project management, communication, and problem-solving while ensuring data privacy and TCPA compliance.

Qualifications

• 2+ years in onboarding, implementation, or customer success at SaaS/agency/Voice AI.
• Hands-on with Voice AI platforms (Vapi, Retell AI, Synthflow, GHL).
• Experience with GoHighLevel agency/sub-account setup and rebilling.
• Experience connecting platforms to CRMs via REST APIs, webhooks, JSON, OAuth.
• Familiarity with HubSpot, Salesforce, Zoho, Pipedrive.
• Familiarity with Zapier, Make, or n8n.
• Knowledge of A2P 10DLC and Twilio or similar telephony.
• DNS and custom domains basics.
• Basic JavaScript or Python for simple scripts.
• Excellent communication and training skills.
• Strong project management and ability to handle multiple onboardings.
• Strong documentation skills; writes SOPs and checklists.
• Troubleshooting and problem-solving abilities.
• Ability to work independently and create templates.

Responsabilités

• Own end-to-end onboarding of new agency and reseller partners to our white-label Voice AI platform.
• Run kickoff and discovery calls to capture use cases, scripts, branding, CRM, calendars, and success metrics.
• Set up partner accounts and branding: domains, DNS, logins, logos, colors, roles.
• Deploy and customize Voice AI agent templates on Vapi, Retell AI, Synthflow, and GHL.
• Connect Voice AI agents to CRMs via REST APIs, webhooks, and native integrations.
• Map and test data flows for CRM sync of contacts, outcomes, transcripts, and appointments.
• Build integrations in Zapier, Make, or n8n; escalate complex API work.
• Provision numbers and complete A2P 10DLC registrations (Twilio).
• Set up rebilling and pricing for partners.
• Run test calls and go-live checklist before launch.
• Train partners via live sessions, walkthroughs, SOPs, and help articles.
• Act as main contact; track progress and blockers in PM/CRM.
• Troubleshoot onboarding issues and escalate platform bugs.
• Track onboarding metrics and collect partner feedback.
• Ensure data privacy and TCPA compliance.

Connaissances

Client onboarding

Voice AI platforms

API integration

CRM integration

REST APIs

Zapier/Make/N8n

Webhooks

Training skills

Project management

Technical documentation

Outils

Vapi

Retell AI

Synthflow

GoHighLevel

HubSpot

Salesforce

Zoho

Pipedrive

Twilio

Postman

Description du poste

Build your career with SMA Support Services!

We are a dynamicBusiness Process Outsourcing (BPO) companyconnecting talent with top-tier U.S. clients in construction and roofing.

We invest in your success: Every new team member receives comprehensive, paid training to ensure you’re fully equipped and confident before supporting our clients.

Ready to grow your career in a supportive, international environment?

Qualifications

Portfolio required. Share examples of client onboardings you led, CRM integrations or automations you built, and SOPs or training materials you wrote (screenshots, docs, or Loom walkthroughs).

• 2+ years 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 with GoHighLevel agency/sub-account setup, SaaS Mode, snapshots, and rebilling is highly preferred.
• Experience connecting platforms to CRMs using REST APIs, webhooks, JSON, API keys, and OAuth; able to read API docs and test calls in Postman or similar.
• Experience configuring HubSpot, Salesforce, Zoho, Pipedrive, or GHL (custom fields, pipelines, workflows).
• Familiarity with Zapier, Make, or n8n.
• Working knowledge of A2P 10DLC registration and Twilio or similar telephony (number provisioning, Trust Hub).
• Basic understanding of DNS and custom domains (CNAME and TXT records).
• Basic JavaScript or Python is a plus for simple scripts and webhook handling.
• Excellent communication and training skills; able to explain technical setups to non-technical agency owners.
• Strong project management skills; able to run many onboardings at once and hit go-live dates.
• Strong documentation skills; writes clear SOPs and checklists.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and turn repeated setups into templates and checklists.

Primary Task

• Own end-to-end onboarding of new agency and reseller partners onto our white-label Voice AI platform, from kickoff call to go-live.
• Run kickoff and discovery calls to capture each partner’s use cases, call scripts, branding, CRM, calendars, and success metrics.
• Set up partner accounts and branding: custom domains, DNS records, branded logins, logos, color themes, sub-accounts, user roles, and permissions.
• Deploy and customize Voice AI agent templates and snapshots (prompts, voices, flows, workflows) on platforms such as Vapi, Retell AI, Synthflow, and GoHighLevel (GHL) for each partner and their clients.
• Connect Voice AI agents to partners’ CRMs and tools through REST APIs, webhooks, and native integrations with GHL, HubSpot, Salesforce, Zoho, Pipedrive, and calendars (Google Calendar, Calendly, Cal.com).
• Map and test data flows so contacts, call outcomes, dispositions, transcripts, summaries, tags, and appointments sync correctly into each CRM.
• Build integrations in Zapier, Make, or n8n when no native integration exists, 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, Brand and Campaign submissions, and fixing rejections.
• Set up rebilling, pricing plans, and usage limits (e.g., Stripe, per-minute markups, credit wallets) for each partner.
• Run test calls and a go-live checklist before launch: agent quality, transfers, CRM sync, 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.
• Act as the partner’s main point of contact during onboarding; track progress, deadlines, and blockers in our project management tool or CRM.
• Troubleshoot onboarding issues across branding, domains, CRM integrations, webhooks, phone numbers, A2P, and billing, and elevate 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 all partner accounts.

Offer

• Project-based employment

• Work-from-home setup

• Salary offer is at 70,000 gross

• Pay begins on day 1 of training

• Government-mandated benefits, 13th-month pay

• HMO

• Based on performance, the employee may be absorbed to a regular position and will be entitled to benefits such as:

  • Memorial Plan, and other benefits
  • Paid Leaves
  • Attendance and performance-based incentives