The Role
Leads end-to-end technical implementations for business customers, coordinating internal teams and partners from kickoff through service activation. Manages timelines, requirements, configurations, documentation, risks, dependencies, and customer communications. Provisions, validates, and troubleshoots VoIP solutions while tracking work in Zendesk and internal tools. Drives process improvements and supports transformation initiatives that improve onboarding efficiency, project visibility, and customer experience.
Summary Generated by Built In
About Cloudli Communications
Cloudli Communications delivers modern business communication solutions designed to help organizations connect more effectively with their customers. From unified communications (UCaaS) and SIP trunking to IP fax and messaging services, Cloudli provides reliable, scalable, and secure platforms backed by a dedicated onboarding and implementation team.
We are currently seeking a Customer Implementation Project Manager (CIPM) to lead cross-functional implementation projects for our business clients, ensuring timely, high-quality delivery of Cloudli’s communication solutions.Position Overview
The Customer Implementation Project Manager is responsible for managing end-to-end technical implementations for new and existing customers — from project kickoff to service activation. This role requires strong coordination between Customers, Partners, Sales Engineering, LNP, and Development teams to deliver projects on time and within scope. The ideal candidate will blend strong project management discipline with technical acumen in VoIP, UCaas, SIP, and networking environments.Key Responsibilities
Required:
Key Competencies
Cloudli Communications delivers modern business communication solutions designed to help organizations connect more effectively with their customers. From unified communications (UCaaS) and SIP trunking to IP fax and messaging services, Cloudli provides reliable, scalable, and secure platforms backed by a dedicated onboarding and implementation team.
We are currently seeking a Customer Implementation Project Manager (CIPM) to lead cross-functional implementation projects for our business clients, ensuring timely, high-quality delivery of Cloudli’s communication solutions.Position Overview
The Customer Implementation Project Manager is responsible for managing end-to-end technical implementations for new and existing customers — from project kickoff to service activation. This role requires strong coordination between Customers, Partners, Sales Engineering, LNP, and Development teams to deliver projects on time and within scope. The ideal candidate will blend strong project management discipline with technical acumen in VoIP, UCaas, SIP, and networking environments.Key Responsibilities
- Lead multiple simultaneous customer implementation projects, ensuring adherence to timelines, deliverables, and quality standards.
- Serve as the primary point of contact for customers throughout the onboarding lifecycle.
- Coordinate with internal teams (Sales, Sales Engineering, LNP, Support, Network Operations, and Development) to ensure all technical components are properly configured and validated.
- Conduct project kickoff meetings to review requirements, call flows, network readiness, and porting details.
- Manage project documentation, including intake forms, configuration details, and change control.
- Develop and maintain proficiency in the Cloudli Connect VoIP platform to provision, validate, and troubleshoot customer solutions during implementation.
- Track and report project progress, risks, and dependencies to internal stakeholders and customers.
- Identify opportunities to streamline and improve onboarding processes, tools, and customer experience.
- Utilize Zendesk, and internal tools for task tracking, reporting, and status visibility.
- Support ongoing transformation initiatives that enhance project visibility and efficiency across teams.
Required:
- 5-7 years of experience in technical project management, implementation, or customer implementation in telecommunications, UCaaS, or managed services.
- Solid understanding and experience troubleshooting VoIP, SIP trunking, and network topology.
- Proven ability to manage multiple projects and deliver results under tight deadlines.
- Strong organizational, documentation, and communication skills (verbal and written).
- Proficiency with Zendesk, MS Excel, and project tracking tools.
- Customer-first mindset with the ability to translate technical language into customer-friendly terms.
- PMP, CAPM, or Agile/Scrum certification.
- Familiarity with APIs, integrations, SIP troubleshooting.
- Experience in a UCaaS, SaaS or fast-paced, cross-functional environment.
Key Competencies
- Technical aptitude: Understands telecom infrastructure and service dependencies.
- Project leadership: Confidently drives cross-team collaboration and accountability.
- Customer experience focus: Prioritizes clarity, communication, and smooth transitions.
- Analytical mindset: Uses data to track progress and drive efficiency improvements.
- Adaptability: Thrives in a rapidly evolving, growth-oriented environment.
Skills Required
- 5-7 years of experience in technical project management, implementation, or customer implementation in telecommunications, UCaaS, or managed services
- Understanding and experience troubleshooting VoIP, SIP trunking, and network topology
- Ability to manage multiple projects and deliver results under tight deadlines
- Strong organizational, documentation, and verbal and written communication skills
- Proficiency with Zendesk, Microsoft Excel, and project tracking tools
- Ability to translate technical language into customer-friendly terms
- PMP, CAPM, or Agile/Scrum certification
- Familiarity with APIs, integrations, and SIP troubleshooting
- Experience in a UCaaS, SaaS, or fast-paced cross-functional environment
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The Company
What We Do
Cloudli Communications is a leading North American provider of next-generation voice, data, and messaging solutions. The company offers mobile-first unified communications (UCaaS), VoIP connectivity, and digital fax solutions tailored for businesses of all sizes, including SMBs and large healthcare, financial, and government organizations. Its mission is to help businesses communicate better through innovative, flexible, and secure cloud communications tools.
