Connectivity Specialist, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage the delivery of telecommunications services and circuits to client locations.

• Take ownership of the complete circuit delivery lifecycle, from order acceptance through installation, activation, testing, and service acceptance.

• Handle multiple connectivity deployments ranging from single-site installations to intricate multi-site rollouts.

• Act as the main point of contact for customers during circuit delivery, ensuring proactive communication and updates on status.

• Collaborate with Network Deployment Engineers, Project Managers, Carrier Management, Data Center Operations, carriers, dark fiber providers, Remote Hands teams, and field technicians.

• Schedule and supervise field technicians as they conduct hardware installations, circuit activations, testing, cross-connect verification, and troubleshooting.

• Provide details regarding scope, site specifics, and installation instructions to carrier and third-party technicians.

• Monitor carrier milestones such as site surveys, local loop provisioning, cross-connects, circuit testing, and service activation.

• Coordinate carrier technicians, field dispatch, customer access, remote hands, and data center meet-me room or cross-connect tasks.

• Manage MACD requests for existing circuits and connectivity services.

• Triage and direct repair, billing, and service inquiries to the appropriate internal teams.

• Maintain precise and auditable records of circuits, milestones, notes, and documentation.

• Identify potential risks, delays, and dependencies, and proactively drive resolutions with carriers, vendors, and internal stakeholders.

• Adhere to delivery standards, best practices, company policies, data privacy regulations, compliance training, and data handling agreements.

• Contribute to the continuous enhancement of delivery processes and customer satisfaction.

• Manage administrative and documentation tasks related to delivery, reporting, and billing readiness.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree preferred along with 4+ years of relevant hands-on experience in telecommunications or connectivity service delivery.

• Minimum of 2 years of experience in coordinating service delivery efforts, including managing or directing field technicians, carrier resources, and cross-functional teams.

• Familiarity with routers, switches, NIDs, and SD-WAN appliances.

• Strong understanding of telecommunications services and circuit delivery, including DIA, EPL/EVPL, Internet and last-mile access, NIDs, dark fiber, public cloud direct-connects, wireless LTE, and data center cross-connects and meet-me room processes.

• Knowledge of delivery SLAs, standard installation intervals, and service activation timelines.

• Experience in managing on-site installations, technician dispatch, and coordination across multiple vendors and locations.

• Proficient in Microsoft products, including Microsoft Office and Microsoft Outlook.

• Exceptional customer-facing communication skills.

• Excellent organizational abilities and attention to detail; capable of managing multiple concurrent deployments.

• Ability to thrive in a time-sensitive, high-volume delivery environment, occasionally outside of normal business hours.

• Capacity to work independently while effectively collaborating across teams.

• Must be legally authorized to work in the United States without visa sponsorship.

• Ability to satisfactorily perform each essential function; reasonable accommodations may be provided for qualified individuals with disabilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.