Sauti Connect Delivery Lead

1. About the Role

ICTPACK SOLUTIONS LIMITED is seeking a Sauti Connect Delivery Lead to own the delivery, onboarding, and activation of the Sauti Connect product for customers.

This role is responsible for ensuring that Sauti Connect services are implemented, activated, and handed over successfully, in line with agreed scope, timelines, and service standards.

The Sauti Connect Delivery Lead works closely with:

• Presales Engineers (handover & scope confirmation)
• VoIP / UC Technical Engineers
• Customer support and Operations teams
• Customer stakeholders (SME, enterprise, and public sector)

The role is critical to customer experience, service quality, and operational stability.

2. Role Purpose

To ensure that every Sauti Connect customer is onboarded smoothly, implemented correctly, activated successfully, handed over cleanly into steady-state operations while minimizing post-go-live escalations, rework, and scope creep.

3. Key Responsibilities

Delivery Ownership

• Take ownership of Sauti Connect delivery immediately after deal closure
• Review presales handover documents, solution scope, and assumptions
• Confirm final delivery scope, timelines, and responsibilities
• Act as the primary delivery owner until go-live or service activation is complete

Customer Onboarding & Requirements Confirmation

• Lead onboarding and requirements confirmation sessions
• Validate customer environment readiness (network, integrations)
• Confirm call flows, agent setup, extensions, numbers, and features
• Ensure customer expectations align with the agreed Sauti Connect product offering

 Implementation & Technical Coordination

• Coordinate implementation activities executed by VoIP / UC Engineers
• Ensure implementations follow approved architecture and product standards
• Track delivery milestones, dependencies, and risks
• Escalate delivery risks or deviations early to the Product Delivery Manager

Service Activation & Go-Live Management

• Validate correct provisioning and configuration of Sauti Connect services
• Coordinate and support User Acceptance Testing (UAT)
• Ensure call quality, routing, recordings, and integrations function as expected
• Support initial user onboarding and operational readiness
• Obtain formal customer go-live and service acceptance

Handover to Operations & Customer Support

• Conduct structured handover to Customer and Technical Support / NOC
• Provide final solution documentation and configuration summaries
• Ensure monitoring, support processes, and SLAs are clearly understood
• Confirm smooth transition from onboarding to steady-state operations

Delivery Quality & Continuous Improvement

• Identify recurring delivery issues and improvement opportunities
• Contribute to delivery templates, onboarding checklists, and SOPs
• Work with Presales and Product teams to improve solution standardization
• Reduce post-go-live escalations and rework through better delivery practices

4.      Required Skills

• Strong delivery ownership and coordination skills
• Excellent stakeholder management and customer-facing communication
• Ability to work across Sales, Presales, Technical, and Operations teams
• Understanding of VoIP / Unified Communications service delivery
• Ability to manage timelines, dependencies, and risks
• Strong documentation and process discipline
• Problem-solving mindset with attention to service quality

5.      Required Experience

• 3–6 years of experience in telecommunications, VoIP, orUnified Communication service
• Experience coordinating technical implementation teams
• Experience working with SME, enterprise, or public-sector customers
• Exposure to SaaS or managed service

6.      Required Qualifications

• Bachelor’s degree in Telecommunications, IT, Computer Science, Network Engineering, or related field
• VoIP / Unified Communication(UC) certifications are an advantage
• ITIL or service delivery certifications are an added advantage