Voice Implementation Project Manager II

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Oversee the entire service delivery process from the submission of orders to the customer’s acceptance of provided Voice Services.

• Manage projects related to the installation of intricate VoIP (SIP/PRI/Analog) and Hosted Voice services.

• Oversee projects for Moves, Adds, Changes, and Disconnects pertaining to VoIP and Hosted Voice services.

• Maintain consistent and transparent communication with customers, set expectations, and ensure an outstanding customer experience.

• Identify and document customer requirements, call flows, and desired system features and functionalities.

• Facilitate responses to customer inquiries regarding VoIP and Hosted Voice functionalities, portal operations, call flows, and solution designs.

• Prioritize tasks and activities in alignment with business goals.

• Travel to customer locations for installation, testing, and training on Hosted Voice systems.

• Verify call processing, routing, feature interaction, and platform functionality during service activation.

• Coordinate with customers, their vendors, Network Engineering, Central Office, Field Services Technicians, and Repair teams to design, configure, and implement VoIP and Hosted PBX services.

• Provide post-installation support to customers for troubleshooting, call flow modifications, training, and Moves, Adds, Changes, and Disconnects.

• Make procedural and technical decisions necessary for the successful implementation of Hosted Voice products.

• Assist the Voice Implementation Manager 3 and Senior Voice Implementation Manager with implementation projects in the market.

• Offer first-level escalation support for existing service customer inquiries and issues for 30 days post-installation.

• Perform additional duties as assigned by the Voice Implementation Manager and/or Director of Implementation.

⛳️ Requirements

• Over 5 years of experience in Voice service installation or back-end support.

• At least 1 year of Project Management experience.

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

• Capability to manage multiple priorities concurrently.

• Proficient in communicating technical concepts to both technical and non-technical audiences.

• Strong focus and commitment to detail with excellent follow-through.

• Exceptional verbal and written communication abilities.

• Excellent customer service skills.

• Competence in creating and editing application-based spreadsheets, documents, and presentations.

• Willingness to travel locally, approximately 25% of the time.

• Possession of a valid State Driver’s license and a clean driving record.

• A high school diploma or equivalent is required.

🏝️ Benefits

• 401k retirement plan with employer matching.

• Insurance options including medical, dental, vision, life, and STD insurance.

• Paid Time Off/Vacation: Starting at 80 hours per year, increasing with tenure at the organization.

• Floating Holiday: 40 hours per year.

• Paid Holidays: 7 days per year.

• Paid Sick Leave: Astound provides a specific number of paid sick hours per calendar year, varying by state and/or local laws.

• Tuition reimbursement program.

• Employee discount program.

• Rewards and recognition programs.

• Personalized training and coaching.

• Supportive work environment.