Product & Customer Onboarding Engineer / Associate

Location: Vadodara

Experience: Approximately 6–8 years

Phonon Digital is looking for a Product & Customer Onboarding Engineer / Associate to work across product planning, pre-sales, solution design, customer onboarding and delivery.

This is a cross-functional role at the intersection of customers, product and technology. The person will understand customer requirements, demonstrate our products, help design appropriate solutions and coordinate their successful implementation. They will also contribute to product prioritisation and roadmap planning based on customer, market and business requirements.

Key Responsibilities

Customer Discovery and Solution Design

- Understand customer objectives, operational processes, user journeys, integrations and success criteria.
- Conduct structured discovery sessions with customer business and technology teams.
- Translate customer needs into solution concepts, workflows, use cases and high-level product configurations.
- Prepare detailed Business Requirement Documents, functional requirements, non-functional requirements, user stories and acceptance criteria.
- Identify gaps, dependencies, exception scenarios, integration requirements and product changes required for implementation.
- Ensure that proposed solutions are practical, scalable and aligned with the broader product architecture.

Pre-Sales and Demonstrations

- Work with sales and leadership teams to understand prospect requirements and design appropriate product solutions.
- Conduct product demonstrations, solution walkthroughs and technical discussions with prospective customers.
- Configure demonstrations and proof-of-concept journeys around relevant customer use cases.
- Prepare solution notes, scope documents, effort inputs and implementation approaches for proposals.
- Contribute to techno-commercial proposals by defining solution scope, assumptions, dependencies, timelines and required integrations.
- Respond to functional and technical sections of RFPs and customer questionnaires.
- Ensure that commitments made during the sales process are clearly documented, feasible and communicated to delivery teams.





Customer Onboarding and Delivery

- Own customer onboarding from requirement discovery through configuration, integration, testing, training, go-live and post-launch stabilisation.
- Develop onboarding plans with clearly defined scope, milestones, responsibilities, dependencies and timelines.
- Act as a key point of coordination between customers and Phonon’s product, engineering, design, QA, project and support teams.
- Maintain clear and regular customer communication regarding progress, decisions, risks and required actions.
- Facilitate product walkthroughs, user acceptance testing, training sessions and production-readiness reviews.
- Track implementation risks and proactively escalate delays, scope changes, unresolved decisions and integration constraints.
- Ensure that delivered functionality meets documented requirements and agreed acceptance criteria.

Product Planning and Roadmap

- Gather and analyse customer, user, sales and market feedback to identify product opportunities.
- Distinguish customer-specific requirements from capabilities that should become part of the standard product.
- Develop structured product requirement documents for recent features and product enhancements.
- Contribute to product roadmap planning based on customer value, commercial importance, implementation effort and strategic relevance.
- Work with leadership and internal teams to prioritise requirements across customers and products.
- Support backlog refinement, sprint planning, product reviews and release planning.
- Track product commitments and ensure that priorities and decisions are clearly communicated across teams.
- Create reusable product configurations, onboarding processes, templates, demonstrations and knowledge resources.

What We Are Looking For





- Approximately 6–8 years of relevant experience in product management, business analysis, solution engineering, pre-sales, customer onboarding, implementation consulting or technology project delivery.
- Strong experience preparing BRDs, functional specifications, non-functional requirements, user stories, process flows and acceptance criteria.
- Experience conducting product demonstrations and customer requirement workshops.
- Ability to contribute to solutioning, scope definition and techno-commercial proposals.
- Demonstrated ability to manage enterprise customer implementations involving multiple business and technical stakeholders.
- Sound understanding of APIs, integrations, data flows and the software development lifecycle.
- Ability to understand technology products sufficiently deeply to explain, configure and demonstrate them to customers.
- Strong analytical skills and attention to detail, including the ability to identify gaps, exceptions and unstated requirements.
- Ability to balance immediate customer needs with product scalability, roadmap priorities and commercial considerations.
- Strong written and verbal communication, project coordination and stakeholder-management skills.
- High ownership and the ability to drive decisions, follow-ups and delivery across multiple internal teams.

Preferred Background

- Experience in aviation, travel technology, banking, financial services, insurance, enterprise SaaS, customer-engagement platforms, contact-centre technology or another operationally complex domain.
- Experience with airline passenger service systems, digital customer journeys, customer operations or disruption-management workflows would be advantageous.
- Experience working with international or large enterprise customers.
- Familiarity with Agile delivery, Jira, process-mapping tools, prototyping tools and product analytics.
- An engineering or technology-oriented educational background would be preferred, although candidates with strong product and solution experience from other disciplines may also apply.
- This is a full-time role based at our head office in Fatehgunj, Vadodara.

📌 Product & Onboarding Associate (Vadodara)
🏢 phonon, automating outcomes
📍 Vadodara