Urgent Hire: Technical Onboarding Specialist

Technical Onboarding Specialist Important Notice to Applicants Please note that we are only contacting and communicating with candidates through Upwork. Any applications or direct contact made outside of this platform, including emails, social media messages, messages sent to our company pages, direct messages to our CEO, or messages sent to our general company email, will not be considered and will be automatically declined. About the Company Attorney Assistant provides specialized virtual assistant services for law firms, helping legal teams improve efficiency, operations, and client support. We are looking for an experienced Technical Onboarding Specialist to support the continued expansion of our Intake360 Department. Intake360 is a fractional intake service designed specifically for U.S.-based law firms, providing on-demand reception and intake support. In this role, you will be responsible for the end-to-end technical onboarding of new law firm clients. You will configure phone and contact-center systems, build intake scripts, establish call-routing workflows, prepare electronic-signature templates, and connect the systems that move a caller from the first ring through qualification and, where appropriate, to a signed agreement. As a full-time team member, you will also receive benefits and perks, including: HMO coverage
Paid holidays
Paid time off Candidates must be available to work fixed U.S. Eastern Time hours. This schedule requirement is non-negotiable. About the Role We are seeking a Technical Onboarding Specialist to own the technical implementation of new Intake360 clients from closed opportunity through go-live. The successful candidate will be responsible for acquiring and configuring phone numbers and caller IDs, building queues and outbound campaigns, creating call-routing workflows, authoring intake scripts, configuring electronic-signature templates, mapping intake data, and ensuring that each client’s systems are fully tested and ready before launch. This is a client-facing, mid-level technical role. You will work directly with U.S.-based law firms to understand their intake processes and translate those requirements into a reliable technical configuration. You must be comfortable working inside administrative consoles, navigating Salesforce objects and records, reading and troubleshooting HTML, interpreting API documentation, and explaining technical concepts clearly to non-technical clients. Strong written and verbal communication skills are essential. This role involves regular communication through email, project-management platforms, and video calls with both internal team members and external clients. This is a hands-on, high-ownership position. You will be expected to independently manage multiple onboarding projects, identify potential issues before launch, maintain detailed documentation, and continuously improve the onboarding process. Key Responsibilities Lead the technical onboarding of new Intake360 law firm clients, taking each firm from a closed opportunity to a fully configured and go-live-ready account. Gather, document, and translate each client’s intake requirements into a clear technical configuration, including case types, phone numbers, caller IDs, queues, agent skills, routing rules, intake scripts, agreements, and CRM field mappings. Configure and administer VoIP and contact-center systems at an administrator level, primarily RingCentral and RingCentral Contact Center or RingCX. Provision and configure phone numbers, direct inward dialing numbers, caller IDs, voice queues, outbound campaigns, agent skills, interactive voice response menus, business hours, overflow rules, and call-routing workflows. Build, maintain, and troubleshoot Ivinex intake scripts and views, including the HTML used for script rendering, field keys, conditional questions, answer mapping, and the transfer of information into downstream platforms. Set up and manage electronic-signature workflows using PandaDoc templates, including reusable agreement templates, mapped fields, recipient roles, and the sending and signing process within the intake workflow. Work within Salesforce to support Intake360 configuration, data mapping, object management, record troubleshooting, and validation of information moving between connected systems. Connect and synchronize platforms using APIs, webhooks, automation tools, and data payloads where required. Read and interpret API and platform documentation to configure integrations and system connections accurately. Troubleshoot phone-system and call-flow issues, including calls not routing correctly, incorrect caller IDs, unavailable numbers, queue issues, campaign errors, workflow failures, or unexpected platform behavior. Troubleshoot basic integration and data-mapping issues by reviewing payloads, field values, conditional logic, and system responses. Test all onboarding configurations before go-live, including inbound and outbound calling, queue behavior, caller ID display, intake script logic, CRM record creation, data mapping, and electronic-signature workflows. Communicate directly with U.S.-based clients to gather requirements, provide project updates, conduct configuration reviews, and explain technical concepts clearly during video calls. Work closely with Client Success Managers, technical team members, and operational stakeholders to ensure that the completed setup accurately reflects the client’s intake requirements. Identify technical risks, missing information, and configuration dependencies early in the onboarding process and communicate them clearly to the appropriate stakeholders. Create and maintain detailed onboarding documentation, including standard operating procedures, client-specific configuration records, checklists, system diagrams, and reusable setup templates. Standardize repeatable onboarding patterns so that each new implementation becomes faster, more reliable, and easier to support. Manage multiple client onboarding projects independently, maintain accurate project statuses, and ensure that assigned implementations remain on schedule. Provide post-launch technical support during the stabilization period and resolve onboarding-related issues promptly. Required Qualifications Experience: At least three years of relevant experience in technical onboarding, systems implementation, contact-center administration, CRM administration, solutions support, or a comparable technical client-facing role. VoIP and Contact-Center Administration: Administrator-level experience configuring a phone or contact-center platform from the back end, rather than only using the platform as an agent. Experience with RingCentral and RingCentral Contact Center or RingCX is strongly preferred. Telephony Knowledge: Strong understanding of core telephony and contact-center concepts, including SIP, VoIP, IVR, direct inward dialing numbers, caller ID, queues, call routing, agent skills, campaigns, transfers, business hours, and overflow rules. HTML: Ability to read, modify, and troubleshoot HTML well enough to build and maintain Ivinex intake scripts, forms, and views, or comparable template-based systems. Salesforce: Hands-on experience navigating Salesforce, including familiarity with objects, records, fields, relationships, reports, and common platform terminology. Electronic Signatures: Hands-on experience configuring an electronic-signature platform using reusable templates, mapped fields, and signing workflows. PandaDoc experience is preferred, although experience with DocuSign, Dropbox Sign, HelloSign, or a comparable platform is acceptable. API and Webhook Knowledge: Ability to read and work with API documentation, webhooks, request and response payloads, authentication methods, and basic system-to-system data flows. Automation Logic: Strong understanding of conditional logic, including AND, OR, IF/ELSE, branching, field dependencies, and error-handling concepts, independent of any specific automation platform. CRM and Data Structures: Solid understanding of CRM systems, structured data, field mapping, record creation, lead management, and how information moves between platforms. Technical Troubleshooting: Demonstrated ability to diagnose phone-system, workflow, automation, and integration issues independently and logically. Client Communication: Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and confidently to non-technical clients. Client-Facing Experience: Comfort leading video calls, gathering technical requirements, delivering implementation updates, and guiding clients through setup decisions. Learning Agility: Proven ability to learn unfamiliar systems, administrative consoles, and tools quickly and become productive without extensive hand-holding. Attention to Detail: Exceptional attention to detail and the ability to identify configuration errors, inconsistent requirements, missing fields, and workflow risks before they affect a client. Project Management: Strong organizational skills and the ability to independently manage multiple simultaneous onboarding projects, priorities, deadlines, and dependencies. Documentation: Experience creating clear technical documentation, standard operating procedures, checklists, and client-specific configuration records. Preferred Qualifications Direct administrator-level experience with RingCentral and RingCentral Contact Center or RingCX. Experience with Ivinex or a comparable intake scripting, workflow, or form-building platform. Experience with PandaDoc template administration and automated document workflows. Experience working with law firms, legal intake teams, legal technology platforms, or legal CRM systems. Experience with Salesforce-based legal platforms such as Litify. Experience with Lead Docket, HubSpot, or other lead-management and intake platforms. Experience building multi-step workflows that include conditional logic, branching, validation, and error handling. Familiarity with API-testing tools such as Postman. Familiarity with Salesforce Flow, Process Builder, or comparable workflow automation tools. Experience working in Jira or a comparable project-management platform. Prior experience in a fully remote, client-facing role supporting U.S.-based companies or clients. Experience supporting contact-center migrations, number porting, or the implementation of new telephony environments. Approach to Technical Onboarding We view technical onboarding as a structured implementation discipline, not simply a checklist of administrative tasks. The successful candidate will take ownership of understanding each client’s intake process, identifying technical dependencies, translating business requirements into system configurations, thoroughly testing the completed setup, and ensuring that all platforms work together before go-live. Candidates who rely solely on step-by-step instructions without understanding the underlying system logic are not a fit for this position. We are looking for someone who can investigate unfamiliar configurations, consult documentation, ask precise questions, and independently determine how to build a reliable solution. Quality, documentation, and communication are equally important. A technically correct implementation is not complete unless it is clearly documented, properly tested, and understood by the internal teams responsible for supporting the client after launch. Performance Expectations — First Six Months Independently complete the technical onboarding of new Intake360 clients from closed opportunity through go-live. Demonstrate administrator-level proficiency in RingCentral and RingCentral Contact Center or RingCX, including phone-number provisioning, caller ID configuration, queues, campaigns, skills, and call-routing workflows. Become proficient in building and troubleshooting Ivinex intake scripts, including HTML rendering, field keys, conditional logic, and downstream data mapping. Build and configure reusable PandaDoc agreement templates and connect them effectively to Intake360 intake workflows. Successfully translate client intake requirements into documented configurations across telephony, intake scripting, Salesforce, CRM integrations, and electronic-signature systems. Establish a consistent pre-launch testing process covering call routing, caller IDs, queues, scripts, CRM data creation, integrations, and agreement workflows. Reduce onboarding errors by identifying configuration gaps and technical risks before client go-live. Create or improve reusable onboarding checklists, standard operating procedures, client requirement templates, and configuration standards. Manage multiple onboarding projects simultaneously while maintaining clear communication, accurate documentation, and on-time delivery. Deliver at least one meaningful process improvement, automation, or reusable configuration pattern that shortens implementation time or improves onboarding quality for future clients.