Implementation Specialist
About the job
- At least 2 years of Technical Customer Success or Implementation Specialist experience; SaaS or customer service call center experience is strongly preferred.
- Knowledge of networking fundamentals, including TCP/IP, DHCP, and VPN.
- Hands-on experience with inside or house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling is preferred.
- Project and client management experience is an asset.
- Ability to use analytical and problem-solving skills to make decisions and coordinate solutions.
- Ability to manage concurrent tasks and reprioritize while maintaining composure in a fast-paced environment.
- Ability to work independently and as part of a team with minimal direction.
- Strong aptitude for technology and ability and desire to learn new software, including use of AI to improve day-to-day work.
- Serve as the customer-facing contact for Ooma Enterprise and provide consistent, prompt, high-quality customer service.
- Project-manage and oversee the full customer onboarding process, including provisioning, installation, and product configuration.
- Guide new customers through the established onboarding process so they can use Ooma Enterprise products effectively.
- Troubleshoot customer technical issues and resolve or escalate them as needed.
- Set customer expectations, communicate internally to keep tasks on schedule, and suggest ways to mitigate risks and avoid delays.
- Coordinate with internal teams, including Sales and Engineering, to complete projects on time and to specification while identifying opportunities to introduce new products or services.
- SaaS or customer service call center experience.
- Hands-on experience with inside or house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling.
- Project and client management experience.
Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
About the Role:
The Implementation Specialist is the first line of contact for Ooma Enterprise. To successfully on-board a customer, you must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise and facilitate internal and external escalations where necessary.
What You’ll Do:
- Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
- Project manages and oversees the entire onboarding process including provisioning installation, and configuration of our product
- Guide new customers through an established onboarding process, equipping them to confidently and effectively use Ooma Enterprise products
- Troubleshoot and resolve and/or escalate customer technical issues when required
- Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays
- Liaise with internal teams (Sales, Engineering etc.) to ensure projects are completed on time, to spec while leveraging opportunities to introduce new products/services
Experience We’re Looking For:
- 2+ years Technical Customer Success or Implementation Specialist experience, with a strong preference in a SaaS or Customer Service Call Center environment
- Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
- Exceptional communication and presentation skills
- Hands-on experience with inside/house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling preferred
- Project and client management experience is an asset
- Strong analytical, problem solving and coordinating skills to solve problems and make decisions
- Ability to manage several concurrent tasks and switch priorities on the fly while maintaining a calm demeanor in a fast-paced environment
- Goal-oriented self-starter with a service-oriented mindset who can work independently as well as in a team environment
- Proven history of previous successes in a setting where minimal direction is provided
- Excellent time management, organizational, problem solving, and analytical skills
- Strong aptitude for technology and ability/desire to learn new software, including utilizing AI to improve day to day work
What We Offer:
Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
- Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
- FSA Healthcare & Dependent Care
- Commuter Benefits
- Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
- 401(k), including employer match, and Roth
- Employee Stock Purchase Plan (ESPP)
- Paid Time off, Sick Time, as well as corporate holidays observed
- Employee Assistance Program
- Life Balance benefits with Travel Assistance Services and Identity Theft
- Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc
Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.
We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers.
Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.
The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
United States Pay Range 66500 - 76500 USD
About the company
Ooma provides VoIP telecommunications for homes and small to mid-size businesses. It sells hardware like Ooma Telo and Ooma Office, then offers subscription services that add features such as voicemail, caller ID, call waiting, 911 for residential and virtual receptionists, extensions, conferencing, and mobile app integration for business. Voice calls run over a broadband internet connection using the purchased device as the bridge to the cloud-based service. Ooma competes by offering affordable, easy-to-set-up hardware-plus-subscription plans for both homes and SMEs, aiming to reduce phone bills while delivering professional communication features with predictable pricing.
Company Size
501-1,000
Company Stage
IPO
Headquarters
Sunnyvale, California
Founded
2004
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Simplify's Take
What believers are saying
- Q2 fiscal 2027 revenue hit $83.2 million, up 25%, and guidance rose September 2026.
- September 29 AI Productivity Agent Bundle deepens Ooma Office monetization and raises switching costs.
- StarDial and MyPhone expand Ooma's addressable market through Starlink households and child-safe landline demand.
What critics are saying
- John Zanin appealed Ooma's Canada case on August 18, 2026, prolonging legal distraction.
- FluentStream and Phone.com integration adds execution risk while insiders sold shares in September 2026.
- AirDial depends on POTS retirement; if telecom migrations slow, Ooma's growth engine weakens.
What makes Ooma unique
- AirDial owns the full POTS-replacement stack, with call alerts and off-hook notifications on September 29.
- Ooma combines UCaaS, AI add-ons, and residential products across one cloud communications platform.
- 2600Hz gives carriers a configurable platform, unlike commodity VoIP resellers and single-product rivals.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Commuter Benefits
- 401(k) Retirement Plan
- 401(k) Company Match
- Employee Stock Purchase Plan
- Paid Vacation
- Employee Assistance Program
Growth & Insights and Company News
6 month growth
0%1 year growth
-2%2 year growth
-2%Ooma targets AI, POTS growth as TELUS deal and margin goals take shape. Ooma (NYSE:OOMA) outlined growth plans across its business communications, POTS replacement, wholesale platform and residential phone offerings during an investor presentation, highlighting new artificial intelligence products, a Canadian carrier relationship and long-term profitability targets. Chief Executive Officer Eric Stang said the cloud communications provider serves more than 1.4 million core users and generated $307 million in revenue over the trailing four quarters, up 17% year over year. The company reported about $300 million in annual recurring revenue, recurring non-GAAP gross margins above 70%, and 99% retention. Discover more Trade Derivatives Explore Exchanges Ooma's strategy centers on combining advanced features, ease of use and value in targeted market segments rather than seeking to serve every type of customer, Stang said. Its business spans small-business unified communications, enterprise communications, POTS replacement through AirDial, wholesale communications software through 2600Hz, and residential offerings. AirDial targets POTS replacement opportunity. Several speakers emphasized the opportunity created by the ongoing retirement of traditional copper telephone networks. Frost & Sullivan VP and Senior Fellow Elka Popova said deregulation has enabled telecommunications carriers to increase prices and discontinue legacy POTS services, creating urgency for businesses and residential customers to migrate to next-generation services. Popova said Frost & Sullivan estimates there are at least 12 million POTS lines requiring replacement in the U.S. She said the research firm recognized Ooma's AirDial product with a best-practices award, citing its integrated approach for mission-critical analog uses such as fire alarms and elevator phones. Chris Burgy, Ooma's senior vice president of corporate development, said the company estimates that up to 8 million business POTS lines remain in the U.S., excluding residential lines. He said AT&T has begun shutdown actions and filings extending into 2027 and 2028, while Verizon has begun addressing legacy Frontier assets following its acquisition of Frontier. Ooma also announced that TELUS selected AirDial for business POTS replacement in Canada. Burgy said TELUS Business Solutions has up to 300,000 lines and that the companies have executed a contract and begun launch planning. Ooma expects an initial go-live using U.S.-based infrastructure during the second half of its fiscal year, followed by Canadian data-center deployment for government requirements. AirDial is generally sold on contracts, often lasting three years or longer, according to Burgy. Ooma said its average revenue per AirDial line is approximately $25, blending direct and reseller sales. The company has about 45 reseller partners and typically adds two or more per quarter. Thad White, vice president of product management, said AirDial's differentiators include multi-path redundancy that simultaneously transmits voice traffic over multiple connections, device and call notifications, equipment-disconnect alerts, and remote monitoring tools. Ooma plans enhancements including dual-modem active-active LTE, a 5G version, a high-density deployment product for buildings with more than 50 lines, and FedRAMP early-start certification efforts. AI products expand UCaaS offering. Dennis Peng, Ooma's senior vice president of product management, said the company recently added AI transcriptions, summaries, insights and Ask AI features to its Pro Plus service tier. Ooma has also begun selling voice-agent add-ons consisting of a basic answering service and a full receptionist. Peng said early inside-sales results showed Pro Plus take rates for new customers nearly doubled after the AI additions, while voice agents achieved double-digit attach rates on new deals. The company is still in its first quarter of selling the products and has only begun marketing them to its installed base, he said. Ooma is also launching an AI productivity-agent bundle priced at $15 per account per month, with usage-based credits. The initial bundle includes four agents designed to review calls for issues or sales opportunities, prepare customer interaction summaries and automate other business tasks. Peng said Ooma plans to add more agents through the remainder of the year and early next year. The company said it uses a combination of internally operated and external AI models, and aims to remain flexible as model performance and pricing change. Stang said customer data used in the products is used for that customer rather than being shared across customers. Ooma also plans to launch Ooma CX, a call-center offering priced at $49.95 per agent per month, in the fall. The product is intended for teams needing more functionality than Ooma's Pro Plus tier but less complexity than an enterprise contact-center deployment. Residential products and wholesale platform. In residential communications, Ooma introduced MyPhone, a screen-free calling product for families with children. The offering includes a trusted contact circle, party-line calling, address-based 911, parental call logs and scheduled quiet hours. Jim Gustke, senior vice president of marketing and residential sales, said MyPhone will begin in-store availability with an unnamed major brick-and-mortar retailer in November. Ooma also announced StarDial, designed for satellite internet households using Starlink. Gustke said StarDial incorporates HD Voice and adaptive redundancy for satellite-internet latency, and that an unnamed major retailer will carry the product as part of its Starlink assortment. Burgy said the company's 2600Hz platform, acquired in October 2023, provides wholesale UCaaS, contact-center-as-a-service and communications-platform capabilities. The platform targets legacy-platform operators, fiber companies with voice-service requirements and vertical SaaS providers seeking embedded communications. Burgy cautioned that sales cycles can be longer because customers may operate thousands or hundreds of thousands of users and must complete migrations. Financial targets and acquisition strategy. CFO Shig Hamamatsu said Ooma's fiscal-year revenue guidance is about $333 million. In the second quarter, business subscription revenue increased 38% year over year, annual exit recurring revenue reached $299 million, up 25%, and adjusted EBITDA and free cash flow increased 68% and 50%, respectively, on a year-over-year basis. Ooma guided to about $48 million in adjusted EBITDA for the year. Hamamatsu said the company generated more than $44 million in trailing-12-month adjusted EBITDA and $30 million in free cash flow at the end of the second quarter, while converting roughly 70% of EBITDA to free cash flow. Over a three- to four-year period, Ooma aims to roughly double revenue, with about $100 million of incremental revenue each from business UCaaS and AirDial in its framework. The company's long-term adjusted EBITDA margin target is more than 20% to 25%, compared with 15% in the second quarter. Stang said acquisitions remain part of Ooma's strategy, primarily to add UCaaS users cost-effectively. The company prefers North American acquisition targets with $10 million to $50 million in revenue and seeks transactions that become accretive within a few quarters. Ooma said it aims to complete one or two acquisitions per year when opportunities and valuations align. About Ooma (NYSE:OOMA). Ooma, Inc is a cloud communications company that provides voice, collaboration, and related services to small and midsize businesses, enterprises, and consumers. Its business offerings are designed to replace or complement traditional business phone systems with internet-based communications delivered through software and connected devices. Ooma's business products include Ooma Office, Ooma Pro, and Ooma Enterprise, which provide cloud-based phone systems, business texting, virtual extensions, conferencing, call management, and other unified communications features.
Ooma launches AI Productivity Agent Bundle. Sep 30, 2026 Ooma, a provider of advanced communications services, today introduced the Ooma AI Productivity Agent Bundle, an artificial intelligence-powered add-on for Ooma Office Pro Plus. The Ooma AI Productivity Agent Bundle automatically analyzes customer calls, surfacing what matters most and recommending next steps. It operates directly within Ooma Office. The Ooma AI Productivity Agent Bundle launches with the following: * Daily Briefs, which summarize important business activity and priorities. * Customer Briefs, which recap customer history and preferences for personalized service. * Watchlists, which monitor key accounts, issues, and opportunities. * Real-Time Alerts, which notify teams when immediate attention is needed. * Recommended Actions, which suggest next steps based on customer interactions. * Drafted Responses, which help teams respond to customer inquiries. * SMS Replies, which generate personalized text message responses. * Opportunity Scoring, which identifies and prioritizes opportunities based on customer intent, engagement, and revenue potential. * Risk Scoring, which analyzes communications for indicators of dissatisfaction and other issues that might require intervention. "Much of today's AI conversation is focused on replacing human work," said Dennis Peng, senior vice president of product management at Ooma, in a statement. "We believe the greatest value comes from helping people have better conversations, build stronger customer relationships and respond more quickly when something needs attention. The AI Productivity Agent Bundle is designed to do exactly that."
Ooma Phone Service: 10 powerful benefits for homes and businesses. September 22, 2026. Ooma Phone Service: A smarter way to stay connected. Ooma Phone Service is now available through Lakeshore Fiber, giving homeowners and businesses across Northeast Michigan a reliable, feature-rich phone solution powered by fiber internet. Whether you're looking for an affordable home phone, a professional business phone system, or a better way to manage calls while working remotely, Ooma offers modern communication features designed for today's connected world. In today's connected world, reliable communication is just as important as reliable internet. That's why Lakeshore Fiber is excited to offer Ooma phone service for both residential and business customers throughout Alpena and Northeast Michigan. Whether you're looking to keep your home phone number, improve call quality, or give your business a professional phone system without the complexity and cost of traditional phone service, Ooma provides a modern solution powered by your Lakeshore Fiber connection. What is Ooma Phone Service? Ooma is a cloud-based phone service that uses your internet connection to deliver crystal-clear voice calls. Instead of relying on traditional copper phone lines, Ooma uses Voice over Internet Protocol (VoIP) technology to route calls through the internet. The result? Better call quality, more features, and often lower costs compared to traditional landline services. Because Ooma runs over Lakeshore Fiber's high-speed, reliable network, customers can enjoy clear conversations with minimal interruptions or dropped calls. 10 powerful benefits of Ooma Phone Service. When paired with Lakeshore Fiber internet, Ooma Phone Service delivers a reliable communication experience for both residential and business customers. Some of the biggest benefits of Ooma Phone Service include: * Crystal-clear call quality * Affordable monthly pricing * Number portability * Voicemail and caller ID * Call forwarding and call waiting * Mobile app access * Enhanced spam call protection * Remote work flexibility * Professional business features * Easy scalability as your needs grow Because Ooma Phone Service uses internet-based technology instead of traditional phone lines, customers benefit from a modern platform that is designed for today's communication needs. Another advantage of Ooma is access to a comprehensive support center and customer resources available 24/7 to help users troubleshoot issues and get answers quickly. Why homeowners choose Ooma Phone Service. Many families are looking for a dependable phone solution without paying for outdated landline services. Ooma offers several advantages: Keep your existing phone number. One of the biggest concerns when switching phone providers is losing your current number. With Ooma, you can typically transfer your existing phone number, making the transition simple and stress-free. Crystal-Clear call quality. Poor call quality can be frustrating. Since Ooma operates over a high-speed fiber internet connection, homeowners can enjoy dependable voice quality that sounds natural and clear. Affordable monthly service. Traditional phone services often include equipment fees, maintenance charges, and other costs that add up quickly. Ooma provides a cost-effective solution with straightforward pricing and valuable features included. Advanced calling features. Many premium features come standard with Ooma, including: * Voicemail * Call waiting * Caller ID * Call forwarding * Mobile app access * Blocking unwanted callers * Voicemail-to-email options These features help homeowners stay connected whether they're at home or on the go. Enhanced spam call protection. Robocalls and scam calls continue to be a growing problem. Ooma includes tools designed to identify and block many unwanted calls before they ever reach your phone. Ooma Phone Service helps homeowners, remote workers, and businesses stay connected with reliable cloud-based calling powered by Lakeshore Fiber internet. Why businesses choose Ooma Phone Service. Communication can make or break customer service. For small businesses, having a professional phone system is essential. Ooma delivers enterprise-level features without the enterprise-level price tag. Professional business presence. With Ooma, businesses can create a more polished customer experience through features such as: * Automated receptionists * Virtual extensions * Business greeting menus * Ring groups * Department routing Even a one-person operation can sound like a larger, more established company. Work from anywhere. Today's workforce is more mobile than ever. Ooma allows employees to answer business calls from smartphones, tablets, or computers without giving out personal phone numbers. Whether you're working from the office, home, or on the road, customers can reach you through a single business number. Scalable for growing companies. As businesses expand, communication needs change. Ooma can grow alongside your business by adding additional users, extensions, and features without major equipment investments. Better reliability. Your phone system is only as good as the network behind it. Pairing Ooma with Lakeshore Fiber's reliable internet service helps deliver consistent call quality and dependable performance. Perfect for remote workers. Remote and hybrid work have become common throughout Northern Michigan. If your job depends on phone communication, Ooma offers a professional solution that helps separate work calls from personal calls. Benefits include: * Professional phone number options * Mobile and desktop calling * Voicemail management * Call forwarding * Business continuity during outages or travel For professionals who work from home, Ooma helps create a more productive and professional communication experience. Ooma and fiber internet: A perfect match. Voice calls require a fast, stable connection to perform their best. Fiber internet provides: * Low latency * Consistent speeds * Reliable connections * Better performance during high network activity That means you can make calls while family members stream movies, attend online classes, browse the web, or play games without sacrificing call quality. Is Ooma Phone Service right for you? Ooma is a great fit for: Homeowners who want: * A dependable home phone * Spam call protection * Modern calling features * Affordable monthly service Businesses that need: * A professional phone system * Flexible remote work capabilities * Better customer communication * Room to grow Remote workers looking for: * A dedicated work phone solution * Better work-life separation * Mobile accessibility * Reliable call quality Get started with Ooma Phone Service from Lakeshore Fiber. If you're looking for an affordable, reliable, and feature-rich communication solution, Ooma Phone Service is an excellent choice. Homeowners can enjoy crystal-clear calls and advanced features, while businesses can take advantage of professional tools that improve customer communication and support remote work. By combining Ooma Phone Service with Lakeshore Fiber's fast and dependable fiber internet network, you'll get a modern phone solution backed by local support from a team that understands the needs of Northeast Michigan residents and businesses. Contact Lakeshore Fiber today to learn more about Ooma Phone Service and discover which plan is right for your home or business.
Ooma has launched StarDial, a home phone service designed for Starlink internet users in rural and remote locations. The product addresses connectivity gaps as traditional copper phone networks are retired and cellular coverage remains limited in many areas. StarDial includes a base station and cordless handset offering unlimited nationwide calling, address-based 911 service, and features like caller ID and voicemail. The device uses Ooma's PureVoice technology to maintain call quality during internet fluctuations. Priced at $129.99, StarDial requires no professional installation and connects via Starlink's Wi-Fi. An optional Premier Service costs $9.99 monthly for additional features including North America-wide calling and call blocking. The service works for primary residences, vacation homes, RVs, and boats equipped with Starlink internet.
Ooma unveils POTS Retirement Resource Hub. September 1, 2026 Ooma today announced the Ooma POTS Retirement Resource Hub, an education initiative to help organizations identify hidden POTS dependencies and prepare for the accelerating retirement of legacy copper telephone lines. "Many organizations still believe they have time before aging analog infrastructure becomes an immediate business issue," said Chris Burgy, senior vice president of corporate development at Ooma. "What we're finding is that many organizations don't fully realize how many critical systems still depend on legacy POTS lines until they begin assessing their infrastructure. That's why education is just as important as the technology itself." As part of the initiative, Ooma plans to expand ongoing resources including: * Planning guides and checklists * Educational content and operational insights * Customer stories and best practices * Webinars and practical guidance resources * Ongoing updates surrounding POTS transition trends * Tools that help organizations better understand infrastructure risk Ooma has already launched POTSTracker.com, an AI-powered monitoring and analysis platform designed to help organizations navigate the complex landscape of legacy voice service discontinuance and one of the industry's most comprehensive resource libraries on the POTS transition, spanning written guides, video, webinars, and ongoing research designed to help organizations at every stage of the process - not just those that are already Ooma customers. "The window to get ahead of this is narrowing," Burgy added. "Organizations that start identifying where these dependencies exist now will have far more flexibility - and far fewer disruptions - than those forced to react after a critical system fails."