Connectivity Specialist, Service Delivery

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

📋 Description

• Take ownership and lead the complete delivery process of telecommunications and connectivity services.

• Oversee the provision of DIA, EPL, Internet services, NIDs, public cloud direct-connects, wireless LTE, and dark fiber.

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

• Handle multiple single-site and intricate multi-site connectivity deployments simultaneously.

• Act as the primary point of contact for customers during circuit delivery, providing proactive updates and setting clear expectations.

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

• Coordinate and supervise on-site technician tasks, hardware installations, circuit activations, testing, cross-connect verification, and troubleshooting.

• Provide carriers and third-party technicians with scope, site details, and installation guidelines.

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

• Schedule on-site activities involving carrier technicians, field dispatch, customer access, Remote Hands, and data center meet-me rooms or cross-connects.

• Manage MACD requests for existing circuits and connectivity services.

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

• Maintain precise and auditable circuit records, milestones, notes, and documentation.

• Identify risks, delays, and dependencies while driving resolutions.

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

• Enhance delivery processes, installation timelines, and customer outcomes.

• Handle administrative and documentation tasks that support delivery, reporting, and billing readiness.

• Perform additional duties as assigned.

⛳️ Requirements

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

• 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 working knowledge 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.

• Understanding 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.

• Strong proficiency in Microsoft products, including Microsoft Office and Microsoft Outlook.

• Experience with ServiceNow is a plus.

• Preferred experience with SharePoint, IRA, Remote Hands coordination, field technician dispatch and oversight, ISP/OSP construction, carrier last-mile ordering and provisioning, and AWS or other public/private cloud provider.

• Excellent customer-facing communication skills.

• Outstanding organizational skills and attention to detail.

• Ability to manage multiple concurrent deployments in a time-sensitive, high-volume environment.

• Willingness to work outside of normal business hours when required.

• Capacity to work independently and effectively collaborate across teams.

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

• Ability to satisfactorily perform each essential function.

🏝️ Benefits

• Full-time remote work.

• Opportunities for professional growth.

• Reasonable accommodations for qualified individuals with disabilities.