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)
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: English Language Learning
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 25183
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