At a Glance
- Tasks: Lead technical onboarding for new customers and ensure successful deployments.
- Company: Join Unaric, a forward-thinking tech company transforming customer interactions.
- Benefits: Remote work, flexible hours, and opportunities for professional growth.
- Other info: Dynamic remote team with a focus on collaboration and continuous learning.
- Why this job: Make a real impact by helping customers succeed with innovative technology.
- Qualifications: Experience with Microsoft Teams and Salesforce integration is essential.
The predicted salary is between 50000 - 65000 £ per year.
- 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.
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.
- 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
Professional Services / Onboarding Engineer (Comms Suite) in Stevenage employer: UNARIC
Unaric is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation and proactive relationship management are at the forefront. With a strong focus on employee growth, you will have the opportunity to build meaningful partnerships within the Salesforce ecosystem while being supported by a team that values your contributions. Located in London, you'll benefit from engaging with industry leaders and participating in exciting events, all while being part of a company that is reshaping how enterprises listen and respond.
StudySmarter Expert Advice🤫
We think this is how you could land Professional Services / Onboarding Engineer (Comms Suite) in Stevenage
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UNARIC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UNARIC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Professional Services / Onboarding Engineer (Comms Suite) in Stevenage
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UNARIC:Your cover letter is your chance to shine! Tell us why you want to work at UNARIC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UNARIC!
How to prepare for a job interview at UNARIC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
