Onboarding SME - Telephony

Location: USA, Remote
Compensation: $100,000-$120,000 (Base)

Eltropy is looking for an experienced customer facing Onboarding SME, Telephony to join our Onboarding Team. In this role, you will be the primary technical resource for designing, deploying, and supporting cloud-based telephony and unified communications solutions for our credit union and financial institution clients. You will partner closely with onboarding managers to ensure seamless integration of Eltropy's products into each client's existing telephony infrastructure.

Role & Responsibilities

• Design, configure, and deploy CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions tailored to credit union environments
• Integrate Eltropy's AI Voice 2.0 voicebot and AI Assistant products with client telephony systems including SIP trunks, PBX, and IVR platforms
• Partner with Onboarding Managers to execute technical onboarding for new credit union clients, including network assessments, call flow design, and go-live support
• Troubleshoot and resolve telephony infrastructure issues across SIP, VoIP, and cloud PBX environments
• Document client telephony configurations, escalation paths, and network topology in internal systems
• Collaborate with the product and engineering teams to identify and communicate client-reported issues, feature gaps, or integration improvements
• Support QA testing of voice agent configurations, including DTMF routing, warm/cold transfer flows, and bilingual (English/Spanish) language persistence
• Develop and maintain internal technical documentation, runbooks, and client-facing configuration guides
• Advise clients on telephony best practices, compliance considerations (NCUA, CFPB), and security posture relevant to financial institutions

Required Responsibilities

• 4+ years of hands-on experience in telephony engineering, with a strong focus on CCaaS and UCaaS platforms
• Demonstrated experience deploying and supporting telephony solutions specifically within credit unions or financial institutions
• Proficiency with SIP protocol, VoIP infrastructure, cloud PBX systems, and IVR/ACD call routing
• Experience with platforms such as Genesys, Five9, NICE CXone, Cisco Webex Calling, RingCentral, Twilio, or similar CCaaS/UCaaS providers
• Working knowledge of network fundamentals: QoS, VLAN segmentation, firewall rules for voice traffic, and NAT traversal
• Ability to read and interpret network diagrams and collaborate with client IT/network teams
• Strong troubleshooting skills across voice quality issues, latency, jitter, and packet loss
• Excellent written and verbal communication skills with the ability to translate technical requirements for non-technical stakeholders

Preferred Qualifications

• Experience integrating AI-powered voicebots or conversational IVR systems into existing telephony platforms
• Familiarity with JSON/YAML configuration formats and reading API or webhook logs
• Knowledge of credit union core systems (e.g., Symitar, DNA, MeridianLink) and how they relate to telephony or member authentication flows
• Experience supporting multi-language (English/Spanish) telephony deployments
• Relevant certifications such as CCNA Voice, Genesys Certified Professional, Cisco CCNP Collaboration, or equivalent
• Background in SaaS implementation, professional services, or client-facing technical support roles

What Success Looks Like
In your first 90 days, you will have completed technical onboarding for at least two credit union clients, built strong working relationships with internal onboarding managers, and demonstrated expertise in diagnosing and resolving telephony configuration issues. Long-term, you will be a trusted technical authority for the AI Implementations team and a valued partner to our credit union clients.

About Eltropy

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement, and productivity. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities.

Eltropy Values

• Customers are our North Star
• No Fear – Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.