Full-Time Subject Matter Expert (SME) | OnviSource
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Now Hiring: Full-Time Subject Matter Expert (SME)

Position Title: Full-Time Subject Matter Expert (SME)
Department: Engineering
Reports To: VP, Engineering
Location: Remote

Summary

OnviSource is expanding its Product organization and actively seeking a dynamic, highly skilled Subject Matter Expert (SME).

 

OnviSource is rapidly expanding its product organization to support its growth in 2026. The company is a high-performing organization with highly competent, no-nonsense, results-oriented, and value-centered employees, now seeking and hiring only those who match the caliber of its current employees.

 

In this role, the ideal candidate will play a pivotal role in our growth by fully understanding OnviSource's products and services, engaging in product requirements and planning, validating products before release, deploying products, training, onboarding customers, and, as required, supporting the company’s sales and marketing organization. 

About OnviSource

OnviSource is a growing and profitable company with a successful track record. We are a globally recognized innovator in contact center AI and automation solutions, delivering Agentic AI that blends human expertise with intelligent automation. For over 20 years, OnviSource has empowered contact centers and enterprises to significantly improve the performance of the three most critical functions: agent performance, customer satisfaction, and operational efficiency.

Key Responsibilities

As a Subject Matter Expert:

  • Become a subject matter expert for one or more of our AI and Automation products, understanding and articulating their technical features and benefits.

  • Stay current on industry trends, competitors, and emerging technologies regarding the AI-driven solutions.

  • Provide insight, inspiration, and thought leadership for new features, functionalities, and products.

  • Create software requirements and user documentation for new features, functionalities, and products.

As Customer POC and Onboarding:

  • Successfully manage proof of concepts (POC) projects and customer onboarding processes.

  • Provide customer training during onboarding to ensure best practices using our solutions and the delivery of ROIs and benefits.

  • Make the product features aligned with customers’ needs to maximize their satisfaction with our solutions.

As a Support Engineer for Sales and Marketing:

  • Provide technical support and guidance to the sales and marketing organization.

  • Develop and maintain strong technical relationships with clients and partners as trusted advisors.

Collaboration and Communication:

  • Collaborate with cross-functional teams to ensure the successful implementation of solutions.

  • Work closely with software engineers, product managers, and other stakeholders to ensure clear communication and understanding of solution requirements and release and test compliance.

  • Participate in regular team meetings to provide updates on project progress and contribute to discussions on software requirements.

Qualifications

General Skills

  • At least 4 years of experience directly related and relevant to the job definition.

  • Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience from an accredited institute or previous employer.

  • Proven and demonstrable experience in Product Engineering, Product Test and Release, Product Support or similar roles.

  • Strong technical background with the ability to grasp complex concepts quickly.

  • Proven experience in installing and configuring complex software solutions and SaaS

  • Strong written and verbal communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

  • Excellent problem-solving skills, attention to detail, and ability to work independently or collaboratively in a team environment.

  • Experience in managing proof of concepts (POC) and customer onboarding.

  • Experience in developing functional software requirements documents.

Technical Skills:

  • Knowledge of various Operating Systems including Windows and Linux, databases (MySQL, Mongo etc), software development methodologies, and product lifecycle management.

  • Extensive experience in installing, configuring, and supporting business software applications.

  • Familiarity with interaction and data analytics tools and techniques including but not limited to BI packages.

  • Knowledge of: Contact Center Solutions, Speech and Text Analytics, Artificial Intelligence Solutions (Generative AI, ML/DL, etc.), LLM prompting, Systems Architecture

Personal Skills and Character:

  • Strong and unwavering value system, high standards of personal and business integrity, and work ethics

  • Self-starter: Highly motivated, takes the initiative, and actively seeks out tasks and projects without requiring constant supervision.

  • Ability to follow clear direction when given.

  • Excellent verbal and written communication and presentation skills

  • Persuasive personality in problem-solving and innovation

  • Self-motivated and self-disciplined with excellent daily time management

  • Hard working, dedicated, passionate, driven, and result-oriented

  • “Get the job done” mentality regardless of the amount of time it takes.

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How to Apply​​

Application Deadline: Open until filled
Start Date: Immediate
Submit to: careers@onvisource.com
Subject Line: Full-Time Subject Matter Expert (SME) – [Your Name]

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