A Day in the Life of the
The Voice Implementation Project Manager 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. Responsible for managing projects to provide Moves Adds, Changes, and Disconnects of VoIP and Hosted Voice services.
- 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 work load 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 the Voice Implementation Manager 3 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.
- Perform all other duties as assigned by the Voice Implementation Manager and/or Director of Implementation.
What You Bring to the Table:- 5+ years of Voice service installation or back-end support.
- 1+ year Project Management experience.
- 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
- Excellent customer service skills
- Ability to create and edit application based spreadsheets, documents, and presentations.
- 25% local travel
- Valid State Driver's license and clean driving record
Education:
- High school diploma or equivalent required.
We're Proud to Offer a Comprehensive Benefits Package Including:- 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
*Benefits listed above are for regular full-time position
Base Compensation: The base compensation range for this position is $80,000 - $100,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities.
