Support & Implementation Manager, Cloud Communications
Core
Lead the Customer Success VoIP team to support and implement the Voice & Messaging pillar of Clio's Unified Communications initiative, ensuring a consistent experience for legal professionals.
Role type
Senior IC Support & Implementation Manager (VoIP/Telecom)
Builds
Unified voice, messaging, and email experience for Clio's product suite
Domain
Legal Technology / Cloud Communications / VoIP
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
VoIP/SIP troubleshooting, team leadership, PBX/telephony configuration, networking fundamentals, SLA management, cross-functional partnership
Preferred skills
MSP/telecom background, Kazoo PBX experience, legal domain knowledge
Technologies
SIP, RTP, NAT, firewalls, VLANs, Yealink, Polycom, 10DLC
Responsibilities
Lead and coach a team of VoIP Support Technicians, handle complex escalations, refine call-flow configurations, manage number porting and compliance, drive onboarding for new firms, monitor team metrics, and partner with Engineering/Product teams.
Seniority
Senior, hands-on IC with people leadership