Voice Implementation Project Manager

The Voice Implementation Project Manager II (VIPM II) owns the service delivery process from order submission through customer acceptance of delivered Voice Services. Responsible for managing projects to install complex VoIP (SIP/PRI/Analog) and Hosted Voice services.

Duties and Responsibilities – Competency-based list of primary responsibilities the position is responsible for performing

• Maintain regular and clear communication with the customer, 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.
• Travel to customer site for installation, testing, and Hosted Voice system feature and functionality training. 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, 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.
• Other duties as assigned by the Voice Implementation Manager and/or Director of Implementation.

Requirements/Qualifications – Minimum required for consideration for the position

Education: High school diploma or equivalent

Experience: 5+ 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.

Knowledge, Skills and Abilities:

• Extensive working knowledge of VOIP, SIP, PRI, and Analog Protocols
• 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

Job Types: Contract, Full-time

Pay: $80,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Rocklin, CA 95677: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience with VoIP (SIP/PRI/Analog) and hosted voice services, Metaswitch, Cisco Phones/Switches, Polycom?
• Do you have experience with implementing phone services in a telecom or cable company?

License/Certification:

• PMP (Preferred)

Work Location: One location