Implementation Specialist

Operations|Remote (US)|Full Time

Lead technical onboarding for enterprise customers. Configure AI workflows, integrate with existing CRMs and dialers, and ensure customers go live on time.

Why Plura

Every business that talks to customers at scale has the same problem. Calls go to voicemail, texts go unanswered, and the people who could fix it are already at capacity. Contact centers spend most of their budget on agent labor and still answer leads in hours when the standard is seconds.

Plura is an FCC-licensed carrier and an AI communications platform for voice, SMS and RCS. Our AI agents answer and place calls, run text conversations, and hand off to people only when a person is needed. Because we own the carrier layer, compliance is built into the network: STIR/SHAKEN attestation, real-time DNC screening, quiet-hours enforcement and carrier registration happen inside the platform, not in a third-party tool bolted on afterward.

We are a small team with a live product, real customers and a lot left to build. If you want your work to reach a phone in someone's hand within a week of shipping it, this is that kind of company.

About the role

You are the person who takes a signed customer and turns them into a live one. That means understanding how a contact center actually runs, configuring Plura's AI workflows to match it, connecting the CRM and dialer they already use, walking them through carrier registration, and getting them to their first live call on the date we promised.

This role is technical and customer-facing in equal measure. You will spend your days inside the product and inside the customer's operation, and you will be the reason implementations finish on time.

How we work

Remote-first across the US, with the sales team anchored in Las Vegas.
Two-week sprints with a written ticket for every change and a clear owner for every outcome.
Small team, wide scope. You will touch more of the product than a job title suggests.
We use AI in our own work every day, from compliance review to code, and we expect you to.
Direct communication, short meetings, decisions written down.

What you'll do

Run technical onboarding from kickoff to go-live for enterprise customers, owning the plan, the timeline and the customer relationship through launch.
Configure AI voice and messaging workflows in Plura's workflow builder: call flows, scripts, handoffs, business hours, and the data each step reads and writes.
Integrate Plura with the customer's CRM, dialer, calendar and data sources through our integration catalog, and scope the ones that need engineering.
Guide customers through business verification and carrier registration for calls, SMS and RCS, and keep their packets moving through review.
Set up phone numbers, caller ID, and outbound controls so the customer is compliant before the first campaign.
Test every workflow end to end before launch, then watch the first days of live traffic and tune.
Feed what you learn back to product and engineering as clear, reproducible requests.

What you'll work with

The Plura platform: the workflow editor, agents and voices, campaigns, the unified inbox, analytics, and the compliance and billing settings customers touch.
Customer systems: HubSpot, Salesforce and other CRMs, dialers, calendar tools and webhooks.
Carrier processes: 10DLC and toll-free registration, RCS sender setup, number provisioning.

What you'll bring

3+ years implementing or administering SaaS for business customers, ideally in contact center, telephony or CRM software.
Comfort with APIs, webhooks and data mapping. You can read a JSON payload and explain what it means to a customer.
Project ownership. You have run multi-week implementations with dates that mattered and hit them.
Clear, patient communication with operations people who are busy and non-technical.
Enough curiosity about AI to configure and test conversational workflows critically.