Voice Implementation Project Manager

2 weeks ago

San Antonio, Texas, United States Astound Full time
Job Description

Astound Broadband is seeking a highly skilled Voice Implementation Project Manager to join our team in Texas. As a key member of our team, you will be responsible for owning the service delivery process from order submission through customer acceptance of delivered Voice Services.

Key Responsibilities
  • Maintain regular and clear communication with customers, manage expectations, and deliver an exceptional customer experience during the service delivery process.
  • Discover and record customer requirements, call flows, and desired system features and functionality.
  • Facilitate response to customer's technical questions associated with VoIP and Hosted Voice services feature functionality, portal operation, call flows, and overall solutions design.
  • Prioritize workload and activities based on business objectives.
  • Design, provision, and test telecommunications configuration according to customer requirements, call flows, and desired system features and functionality within the MetaSwitch system.
  • Verify call processing, call routing, feature interaction, and overall VOIP and Hosted Voice platform functionality at time of service activation.
  • Work with and manage Customer, Customer Vendors, Network Engineering, Central Office, Warehouse, Field Services Technicians, and Repair resources to successfully design, configure, and implement VoIP and Hosted PBX services.
  • Provide post-install customer support for trouble resolution, call flow adjustment, training, and Moves, Adds, Changes, and Disconnects.
  • Responsible for all decisions regarding procedural and technical considerations required to complete Hosted Voice product implementations.
  • Assist other Voice Implementation Project Managers and Senior Voice Implementation Manager with implementation projects in market.
  • Provide the first level of escalation to customers for questions and issues related to their existing service 30 days post-install.
Requirements
  • 3+ years of work experience of voice service installation, service delivery, or customer-facing project management delivering complex telecommunication solutions.
  • Prefer 1+ years of previous demonstrated project management experience.
  • Extensive working knowledge of VOIP, SIP, PRI, and Analog Protocols (specifically MetaSwitch).
  • Ability to manage multiple priorities simultaneously.
  • Ability to communicate technical terms and situations to technical and non-technical individuals.
  • Significant focus and follow-through with a high attention to detail.
  • Strong verbal and written communication skills.
Benefits
  • 401k retirement plan, with employer match.
  • Insurance options including medical, dental, vision, life, and STD insurance.
  • Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization.
  • Floating Holiday: 40 hours per year.
  • Paid Holidays: 7 days per year.
  • Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws.
  • Tuition reimbursement program.
  • Employee discount program.

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