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.
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.
Similar Jobs
Artificial Intelligence • Information Technology • Professional Services • Software • Analytics • Generative AI • Big Data Analytics
Build, configure, test, and optimize Adobe Journey Optimizer journeys and multichannel customer experiences. Implement audiences, decision rules, event triggers, integrations, APIs, webhooks, and data pipelines across Adobe and third-party systems. Perform QA, troubleshooting, deployment, monitoring, and performance optimization for B2B and B2C campaigns. Collaborate with architects, analysts, and marketing stakeholders while documenting reusable libraries and maintaining security and data privacy practices.
Top Skills:
Adobe Experience CloudAdobe Experience PlatformAdobe Journey OptimizerAPIsCcpaData PipelinesGdprHTMLJSONWebhooks
Artificial Intelligence • Information Technology • Professional Services • Software • Analytics • Generative AI • Big Data Analytics
Lead design, configuration, and implementation of Adobe Workfront and Fusion solutions. Build dashboards, reports, workflows, automation, and integration configurations. Conduct discovery with stakeholders, produce architecture documentation, provide QA, troubleshoot issues, deliver training, and provide ongoing technical support to ensure successful client adoption.
Top Skills:
Adobe WorkfrontWorkfront ApiWorkfront ConnectorsWorkfront Fusion
Machine Learning • Payments • Security • Software • Financial Services
Provide phone-based first-line technical support to internal employees/contractors: troubleshoot hardware, software, network, and access issues; document incidents in ServiceNow or similar ITSM tools; escalate complex problems; and maintain data privacy and strong customer service in a remote workspace.
Top Skills:
Call Center TechnologiesHelp DeskItsmServicenow
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
