Connectivity Specialist – Service Delivery

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

📋 Description

• Take ownership of and lead the comprehensive delivery of telecommunications and connectivity solutions for clients.

• Oversee the provision of Dedicated Internet Access (DIA), Ethernet Private Line (EPL), internet services, Network Interface Devices (NIDs), public cloud direct connections, wireless LTE, and dark fiber.

• Manage the entire circuit delivery lifecycle, from order acceptance through to installation, activation, testing, and final service approval.

• Oversee multiple connectivity deployments, ranging from individual site installations to intricate multi-site implementations.

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

• Collaborate with network deployment engineers, project managers, carrier management, data center operations, carriers, vendors, remote hands teams, and field technicians.

• Schedule and supervise on-site technicians responsible for hardware installation, circuit activation, testing, cross-connect verification, and troubleshooting.

• Provide detailed scope, site information, and installation guidance to carrier and third-party technicians.

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

• Facilitate customer access, remote hands, field dispatch, and coordinate work in data center meet-me rooms or for cross-connects.

• Manage Moves, Adds, Changes, and Deletes (MACD) requests for existing circuits and connectivity services.

• Triage and direct repair, billing, and service inquiries appropriately.

• Maintain thorough, accurate, and auditable records of circuits, milestones, notes, and other documentation.

• Identify potential risks, delays, and dependencies, and drive towards effective resolutions.

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

• Enhance delivery processes, reduce time-to-install, and improve customer outcomes.

• Handle tasks related to administration, documentation, reporting, and billing readiness.

• Perform additional responsibilities as assigned.

⛳️ Requirements

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

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

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

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

• Familiarity with delivery service level agreements (SLAs), standard installation durations, and service activation timelines.

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

• High proficiency in Microsoft products, including Word and Outlook.

• Experience with ServiceNow is advantageous.

• Preferred experience includes SharePoint, IRA, coordination of remote hands, oversight of field technician dispatch, exposure to ISP/OSP construction, as well as carrier last-mile ordering and provisioning, and familiarity with AWS or other public/private cloud providers.

• Excellent customer-facing communication skills are required.

• Strong organizational skills and attention to detail, with the ability to manage several concurrent deployments effectively.

• Capacity to work in a fast-paced, high-volume environment, sometimes beyond regular business hours.

• Ability to work independently while effectively collaborating across teams.

• Must have legal eligibility to work in the United States without the need for visa sponsorship.

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

🏝️ Benefits

• Full-time remote work opportunities.

• Opportunities for professional growth and development.

• Reasonable accommodations available for qualified individuals with disabilities.