Onboarding Specialist - Voice

The Onboarding Specialist, UCaaS owns the delivery of Harbor IT's unified communications and voice implementations from executed agreement through client handoff to support. This is a senior, client-facing role inside the UCaaS onboarding team. The person in this seat runs the full project lifecycle for cloud voice, contact center, and carrier migration work: kickoff and initiation, discovery and data collection, project planning, cutover execution, monitoring, training, and closeout. Unlike a general infrastructure PM, this role carries a real technical component.

The Onboarding Specialist- Voice must understand dial plans, number porting, call flow and routing design, session border controllers, network readiness and QoS, E911 compliance, and the dependencies between the voice platform and the underlying LAN, WAN, and firewall. They translate that technical detail into plans, risk registers, and change orders a client executive can act on. They direct project engineers, field technicians, trainers, carriers, and subcontractors without direct reporting authority. While the UCaaS practice is the primary focus, this role will also require exposure to or management of IT, data network, and/or cybersecurity projects as the delivery pipeline requires. Ultimately this person is accountable for the success or failure of assigned projects, for on-time and on-budget delivery, and for client satisfaction at handoff.

Key Responsibilities:

• Own UCaaS, cloud voice, contact center, and carrier migration projects end to end, from executed agreement through closeout and transition to the Support Center.
• Serve as the client's primary point of contact across all project phases: kickoff and initiation, planning, execution, monitoring, and closeout.
• Build and maintain project plans that identify scope, resources, tasks, dependencies, milestones, and timelines, and hold the plan current as conditions change.
• Lead technical discovery and data collection for voice cutovers, including dial plan design, number inventory and porting, call flow and routing requirements, user and device provisioning, E911 and regulatory compliance, and network readiness assessment covering QoS, bandwidth, PoE, and firewall/SBC configuration.
• Coordinate carrier and vendor activity including LOA submission, port scheduling, circuit delivery, and escalation, and hold carriers accountable to committed dates.
• Plan and run cutover events including cutover runbooks, rollback criteria, after-hours execution windows, day-one support coverage, and post-cutover stabilization.
• Document, quantify, and communicate project risk. Mitigate where possible or proceed under documented and accepted risk with client sign-off.
• Schedule and direct project resources including project engineers, field technicians, trainers, associate PMs, carriers, and subcontractors, and delegate effectively without direct reporting authority.
• Author and deliver project documentation including project plans, discovery questionnaires, cutover runbooks, training materials, change orders, as-built documentation, and signoff packages.
• Manage project budget and margin, issue change orders for out-of-scope work, and prevent eroding project profitability from scope creep. .
• Log hours and project detail in ConnectWise Manage accurately and on time, and keep client configuration records current in the customer database.
• Escalate project and client issues to Client Success and Operations Management on a timely basis, and drive resolution rather than handing off the problem.
• Support pre-sales when required by scoping project involvement, drafting statements of work, and budgeting project labor.
• Contribute to the maturity of the project management practice through templates, methodology, scope-of-work improvements, and internal training on project workflow and internal process.
• Maintain PMP or similar project management certification and current working knowledge of the UCaaS platforms Harbor IT delivers.

Qualifications & Skills:

• Demonstrated command of the full project management lifecycle including scope definition, planning, risk management, budget and change control, and formal closeout.
• Hands-on working knowledge of UCaaS and cloud voice delivery: dial plan design, number porting and LNP, call routing and auto-attendant/IVR flow, SIP trunking, session border controllers, E911, and MACD processes.
• Working knowledge of the network layer voice depends on, including QoS, VLAN segmentation, PoE, bandwidth planning, firewall and NAT traversal, and SD-WAN.
• Proven ability to plan and execute cutover events with defined rollback criteria, including after-hours and weekend windows.
• Excellent written and oral communication, including the ability to brief technologists, operations managers, and C-suite executives on the same project with the right level of detail for each.
• Ability to hold carriers, vendors, and subcontractors accountable to committed dates and quality standards.
• Comfort managing multiple concurrent projects across clients without dropping detail or missing commitments.
• Proficiency with project management tooling such as Smartsheet, MS Project, and Microsoft Teams, and with PSA systems, ideally ConnectWise Manage.
• Comfort operating in an EOS-managed, growth-stage MSP/MSSP environment with shared accountability across teams.

Education & Experience:

• Bachelor's degree in a technical or business discipline, or equivalent relevant experience.
• 5 or more years managing technology implementation projects, with at least 3 years focused on voice, unified communications, or UCaaS delivery.
• Direct delivery experience with one or more major UCaaS or cloud voice platforms, for example Intermedia Unite/Elevate, ZoomPhone, Cisco/Webex Calling, Microsoft Teams Phone, RingCentral, or 8x8.
• Experience delivering projects in a managed services provider, VAR, telecom integrator, or carrier professional services environment.
• PMP certification preferred. Platform and vendor certifications relevant to the UCaaS stack are a plus.
• Experience with ConnectWise Manage PSA and preferred.

Work Environment:

• Reports to the Manager of UCaaS Onboarding within Harbor IT's professional services organization, operating under an EOS framework with shared accountability across delivery teams.
• Hybrid role based out of the Framingham, MA headquarters with remote flexibility. Some local and regional client travel may be required (less than 10%).
• Direct and frequent client exposure across mid-market and enterprise accounts. After-hours and occasional weekend work is required for cutover events and project deadlines.

Benefits:

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match
• Unlimited PTO and standard holidays
• Professional development opportunities

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.