Voice Implementation Project Manager II
About The Position
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.
Requirements
- 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
Responsibilities
- Owns the service delivery process from order submission through customer acceptance of delivered Voice Services.
- Manages projects to install complex VoIP (SIP/PRI/Analog) and Hosted Voice services.
- Manages projects to provide Moves Adds, Changes, and Disconnects of VoIP and Hosted Voice services.
- Maintains regular and clear communication with the customer, manages expectations, and delivers an exceptional customer experience during the service delivery process.
- Discovers and records customer requirements, call flows, and desired system features and functionality.
- Facilitates response to customer's technical questions associated with VoIP and Hosted Voice services feature functionality, portal operation, call flows and overall solutions design.
- Prioritizes work load and activities based on business objectives.
- Travels to customer site for installation, testing, and Hosted Voice system feature and functionality training.
- Verifies call processing, call routing, feature interaction and overall VOIP and Hosted Voice platform functionality at time of service activation.
- Works with and manages Customer, Customer Vendors, Network Engineering, Central Office, Field Services Technicians, and Repair resources to successfully design, configure, and implement VoIP and Hosted PBX services.
- Provides 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.
- Assists the Voice Implementation Manager 3 and Senior Voice Implementation Manager with implementation projects in market.
- Provides the first level of escalation to customers for questions and issues related to their existing service 30 days post-install.
- Performs all other duties as assigned by the Voice Implementation Manager and/or Director of Implementation.
Benefits
- 401k retirement plan, with employer match
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
