Integrations Specialist

Integrations Specialist – Job Description

Department: Customer Services – Implementation & Onboarding (I&O)

Title: Advanced Specialist, Customer Service
Location: India 

Role Summary

The Integrations Specialist is an individual contributor responsible for managing the integration of Pearson’s digital product portfolio with third-party platforms used by customers, including LMS and API-based integrations such as LTI 1.3.

This role serves as the primary operational owner for integration onboarding workflows, ensuring consistent execution from intake through setup, configuration, testing, customer enablement, deployment, troubleshooting, and closure. The Specialist collaborates with customers, internal teams, Technology, Product, Sales, Support, and external vendors to deliver scalable, standardized, and customer-ready integrations.

The role is execution-focused, with high involvement during setup and advanced/custom integration phases, including customer-facing guidance, issue triage, escalation management, and structured reporting on project status, milestones, KPIs, and success metrics.

Scope and Accountability

• Own delivery of post-sale integration onboarding requests triggered via customer demand
• Execute onboarding workflows across LTI and API integrations, from intake to go-live
• Act as the primary coordination point between customers, internal teams, Technology/Product, and external vendors for standard and advanced/custom integration setup
• Ensure alignment with defined workflows, SOPs, and commercial scope
• Drive consistency, documentation, scalability, quality standards, and transparent status reporting across integration processes

Key Responsibilities

1. Integration onboarding execution (End-to-End)

• Manage onboarding lifecycle:
  • Intake and eligibility validation (forms / qualification logic)
  • Customer onboarding guidance and documentation sharing
  • Coordination of initial setup calls and configuration steps
  • Creation and tracking of technical requests (e.g., JIRA for environment setup)
  • Validation, testing, and go-live readiness
  • Troubleshooting and timely resolution of integration issues, with proactive escalation where needed
  • Collection of required documentation, technical contacts, integration inputs, product details, and service requirements
  • Formal closure communication
• Ensure customers complete required configuration steps on their LMS/platform and receive clear guidance from setup through deployment
• Maintain active involvement during setup to identify and resolve issues early

2. Customer enablement and onboarding support

• Guide customers, typically LMS admins or technical contacts, through integration setup, deployment, troubleshooting, and validation processes
• Provide structured walkthroughs of integration flows, expected inputs, technical requirements, and outcomes for technical and non-technical audiences
• Support customers during critical stages (setup, validation, hypercare) via async follow-ups or live sessions 
• Ensure customers understand responsibilities between their and Pearson teams
   

3. Advanced/custom integration project coordination

• Serve as liaison with customers, internal stakeholders, and external vendors for advanced or custom integration projects
• Incorporate customer feedback and advocate for business needs and technical requirements in integration planning
• Define effective integration project plans, schedules, milestones, and ownership expectations
• Facilitate configuration progress to ensure plans, timelines, deadlines, and quality standards are met

4. Cross-functional coordination

• Collaborate with:
  • Sales for intake, prioritization, and customer alignment
  • Technology/Product for escalation of technical issues and configuration dependencies
  • Support teams for transition handling for post-go-live issues
• Escalate issues outside scope or requiring engineering intervention
• Align onboarding activities with billing, order management, and entitlement processes

5. Process standardization and scalability

• Contribute to design and continuous improvement of integration workflows, including:
  • Intake forms with dynamic qualification logic
  • Standard onboarding sequences and documentation
  • Self-service enablement strategies for customers
• Support transition from high-touch onboarding to scalable/self-service models where applicable

6. Documentation, reporting, and knowledge management

• Maintain and improve:
  • Integration guides (technical and non-technical audiences)
  • Customer-facing onboarding documentation
  • Internal workflow documentation (SOPs, escalation paths)
• Produce artifacts supporting onboarding transparency and closure (e.g., completion communication, documentation packages)
• Track onboarding insights, issues, and gaps to inform Technology/Product and operational improvements
• Measure and report integration project statuses, milestones, KPIs, and success metrics regularly to management

Requirements

• Strong demonstrated project management experience, preferably handling complex technical projects
• Strong problem-solving skills and ability to troubleshoot technical issues through resolution or escalation
• Strong verbal, written, and presentation skills, with the ability to explain complex technical concepts to technical and non-technical audiences
• Extremely detail-oriented, organized, proactive, and self-motivated to provide exceptional service
• Team-oriented and collaborative, with experience working across countries and time zones considered a plus

Operating Model Context

• Integrations onboarding involves multiple stakeholders:
  • Customer (LMS admin / technical owner)
  • Sales (request origination)
  • Implementation (execution owner)
  • Technology/Product (configuration and escalation)
• Execution combines:
  • Guided onboarding (hands-on support)
  • Structured workflows (forms, documentation, tickets)
  • Progressive enablement toward self-service models

Expected Outcomes

• Consistent and scalable onboarding delivery across integration types
• Reduced time-to-go-live through standardized workflows and fast issue resolution
• Clear ownership boundaries between onboarding, engineering, and support
• High-quality customer experience during critical integration phases
• Actionable feedback loops into Product and operational improvements

Core Competencies

• Strong operational execution in technical onboarding environments
• Working knowledge of LMS integrations (LTI, API-based flows)
• Ability to translate technical requirements into customer guidance
• Cross-functional coordination and escalation management
• Process design mindset (scalability, standardization, automation readiness)