[Hiring] Voice AI Onboarding & Integrations Specialist @SMA Support Services

Role Description

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 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 all partner accounts.

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.

Requirements

• 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.