Convoso

Implementation Specialist

• Installation, integration and deployment of Convoso SaaS products in client environments.
• Train customers on how to effectively utilize the dialer software as both administrators and agents, ensuring confident, independent platform use.
• Focus on improving onboarding efficiency, customer satisfaction and initial product adoption.
• Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation.
• Anticipating client’s needs, mapping a timeline, and managing their expectations during the implementation process.
• Managing technical aspects of a delivery end-to-end with minimal escalation.
• Managing controlled soft launches to specific end users for testing, fine tuning/optimization based on client needs.
• Effectively coordinate client handoffs from our Customer Success team and initial reception of clients from our Sales team.
• Foster innovation and be the voice of the customer implementation internally at Convoso by sharing best practices.

Implementation Manager

Operations

• Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement.
• Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service.
• Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience.
• In partnership with our head of compliance, ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations. Stay ahead of evolving compliance requirements.
• Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues.
• Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling.
• Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership. Identify trends and recommend improvements.
• Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing.

Director of Carrier Operations

Account Executive

• Manage full sales cycle in a consultative manner, from initial qualification to product demos and follow up calls to closing
• Anticipating, identifying, and understanding the needs, behaviors, and pain points of prospects
• Develop new sales opportunities through effective cold calling/emailing, social media, and networking, in addition to handling inbound leads
• Manage and track all activities into CRM and other tools while maintaining accurate and up-to-date records
• Manage product demonstrations for prospects and partner with Sales Engineers if/when necessary
• Attend several trade shows throughout the year
• Meet daily, monthly, and annual goals