UNARIC
Professional Services / Onboarding Engineer (Comms Suite)
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Professional Services / Onboarding Engineer (Comms Suite)
Remote — UK / EU
Reports to: Head of Customer Support & Professional Services
Location: Remote, UK or EU-based. Working pattern of 2 days aligned to US hours, 3 days UK hours.
About Unaric
Everyone is recording. No one is listening. Unaric is changing that. We're building the listening layer for the agentic enterprise — the connective tissue that turns every campaign, every conversation, every transaction into Salesforce-native context that teams and agents can act on. Having acquired nine businesses over three years and unified them under one brand, we're now scaling the team that gets our customers live and keeps them successful.
We're looking for a Professional Services / Onboarding Engineer to lead technical delivery of Unaric Voice for Teams and take ownership of the onboarding experience as we expand our customer base across the UK, EMEA, and the US.
Purpose of the Role
You'll own the technical onboarding journey for new Unaric customers — from kick-off through to a fully deployed, adopted solution. Working across Microsoft Teams telephony and Salesforce, you'll configure, integrate, and hand over deployments that just work, and you'll be the technical voice our customers trust during their most important early weeks with us.
Beyond onboarding, you'll act as a Tier 3 escalation point for our global support team — the senior technical resource that resolves the deployments and integrations others can't. There's also real scope to cross-train across our wider product suite, including Payments, and grow your expertise as Unaric does.
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We're a remote-first team, so you'll be based at home in the UK or EU. Your week follows a set pattern — two days aligned to US business hours and three to UK hours — so our growing US customer base gets support in their own timezone. This is contractual and reflected in the package; it's not an on-call add-on.
About You
You're technically curious and customer-obsessed in equal measure. You take ownership of a deployment end to end and follow through until the customer is genuinely live and confident — not just handed over. You enjoy being the senior technical point others escalate to, and you're keen to broaden your expertise across new products as you go. You communicate clearly with both technical and non-technical stakeholders, and you're comfortable being the person in the room who explains how it all fits together. You thrive in a remote team, share what you're learning openly, and you're happy flexing part of your week to US hours to look after customers across the Atlantic.
Key Responsibilities
- Lead the technical onboarding and deployment of Unaric Voice for Teams for new customers, end to end.
- Configure and integrate Microsoft Teams telephony with Salesforce via Azure Communication Services (ACS).
- Act as a Tier 3 escalation point for the global support team, resolving complex technical and integration issues.
- Run customer onboarding sessions and technical handovers, including for US-based customers during US business hours.
- Cross-train across the wider Unaric product suite, including Payments, to broaden delivery and escalation coverage.
- Deliver customer-facing training and enablement to drive adoption post go-live.
- Participate in the Professional Services on-call rota for priority customer escalations.
- Feed real-world deployment insight back into product and process improvement.
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Required Skills and Experience
- Hands-on experience with Microsoft Teams telephony, Direct Routing, or Unified Communications deployment.
- Working knowledge of Salesforce and CTI / telephony integration patterns.
- Strong troubleshooting skills across cloud, voice, and integration layers — the depth to act as a senior escalation point.
- Confident running customer-facing sessions — onboarding, training, and technical handovers.
- Excellent communicator, able to translate technical detail for non-technical audiences.
- Self-directed and effective in a remote team, comfortable with a set 2-days-US / 3-days-UK working pattern.
- UK or EU-based.
- Experience with Azure Communication Services (ACS) or similar cloud voice platforms is an advantage.
What Success Looks Like
- Customers onboarded on time and fully adopted (primary KPI)
- Deployments delivered cleanly with minimal post-go-live escalation
- Complex Tier 3 escalations resolved, keeping the global support team unblocked
- US-hours onboarding and escalation coverage consistently provided
- Cross-product capability built out across the suite over time
- Positive customer feedback on the onboarding experience
- On-call rota commitments met for priority escalation
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