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Telecom Lead Activation Specialist

1 month ago

Bethpage, New York, United States Lightpath Full time
Job Summary

The Lead Hosted Activation Technician is responsible for the provisioning and activation of new Hosted subscribers, services, and features on the Metaswitch VoIP platforms, including moves, adds, changes, and disconnects. This role requires technical expertise, leadership skills, and the ability to mentor and motivate less experienced team members.

Key Responsibilities
  • Perform advanced troubleshooting of customer voice issues and follow through to resolution or escalation.
  • Transfer knowledge and coach less experienced team members.
  • Accept and resolve escalations from other departments.
  • Assist in developing and improving processes and procedures for Hosted implementation and support.
  • Help to manage reliability, performance, and quality of telephony infrastructure.
  • Work cross-functionally to learn other switch functions and services and pass this knowledge to the Hosted team.
  • Perform specified management duties in the Switch Manager's absence, including representing the manager at meetings.
  • Delegate daily work assignments from the queue and maintain the Station Review build log and tech calendar.
  • Manage all Hosted "special projects" outside of normal Hosted builds.
  • Represent the Hosted team in meetings regarding special projects, large implementations, or new product rollouts for Hosted.
  • Coordinate and execute large-scale upgrade phone migrations on the Metaswitch platforms to ensure minimal disruption to services.
  • Provide detailed technical documentation and training materials for new features and processes to support team members and ensure consistent service delivery.
Requirements
  • 5+ years of PBX experience, soft switch technologies, or related applications.
  • 5+ years of advanced VoIP and network troubleshooting.
  • 5+ years of experience with Cisco, Polycom, and other VoIP handsets.
  • Minimum high school graduate.
  • Good understanding of LAN/WAN technologies and IP networks.
  • High sense of urgency.
  • Applied understanding of SIP messaging.
  • Applied understanding of transport technologies.
  • Applied understanding of configuring Adtran and/or Cisco IADs.
  • Industry certification in a discipline related to voice or network technologies.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring, and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment-related information, photos, education information, and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration, and compliance with federal, state, and local law.

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $85,000-$100,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.