Voice Implementation Project Manager

1 week ago

Austin, Texas, United States Grande | RCN | Wave Full time
Job Title: Voice Implementation Project Manager

Astound Broadband, a leading telecommunications provider, is seeking a skilled Voice Implementation Project Manager to join our team. As a key member of our implementation team, you will be responsible for delivering exceptional customer experiences through the service delivery process.

Key Responsibilities:
  • Manage the service delivery process from order submission to customer acceptance of delivered Voice Services.
  • Oversee projects to install complex VoIP (SIP/PRI/Analog) and Hosted Voice services.
  • Maintain regular and clear communication with customers, manage expectations, and deliver an exceptional customer experience.
  • Discover and record customer requirements, call flows, and desired system features and functionality.
  • Facilitate responses to customer 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.
  • 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 in voice service installation, service delivery, or customer-facing project management delivering complex telecommunication solutions.
  • Prefer 1 year 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:
  • Comprehensive benefits package including 401k retirement plan, 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.
Salary Range:

The base salary range in Texas for this position is $70,000 to $118,875.00, plus opportunities for bonus, benefits, and commission, if applicable.

Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

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