Why this role matters
This position will be responsible for provisioning customer services on the Vonage state-of-the-art Hosted IP PBX VoIP platform; MPLS based IP network, CPE and phones. The Service Provisioner will take a complete customer order and be responsible for end-to-end configuration of all components needed to deliver the service. The provisioner will also be interacting with the end customer to obtain clarifications on their requirements. The provisioner is responsible for ensuring that all aspects of the turn-up process are documented in the Vonage systems.
What you’ll do
- Review all project documentation and participate in project meetings.
- Act as a subject matter expert in consultation with the customer to design appropriate call flow while adhering to best practices and meeting the customer’s needs.
- Provisioning of all customer voice services such as hunt groups, auto attendants, voice endpoints and 3rd party services.
- Ensure that all required voice related equipment is ready for install.
- Remotely deploy all equipment and services for customer solution with on-site technical field services.
- Provide technical leadership of internal and external resources to ensure a successful installation implementation and resolution of any post cutover deficiencies.
- Serve as the first level operational escalation point for all assigned customers related voice issues.
- Serve as the third level escalation point for all internal Service Delivery employee’s.
- Collaborate with Voice, Sales and Product Engineering teams to ensure the best possible customer experience.
- Training of voice provisioning team members.
- Additional responsibilities as position requires
What’s required for application
- 4+ Years BroadSoft Experience
- 7+ Years Hosted VoIP Experience
- Expert Technical Troubleshooting ExperienceNetwork Certs or Equivalent Experience (i.e. CCNA, CCENT, Network+) required
- Experience escalating issues to Voice Engineering
- PBX Certs or Experience a plus
- ACME Packet Experience a plus
- Strong understanding of SIP messaging
- BroadSoft Logging Experience
- Experience with all BroadSoft servers
- Experience using Wireshark or other PCAP tools.
- Able to learn new skills and concepts quickly
- Background in telecommunications services such as DS0, DS1, DS3 is required
- Working knowledge and experience with Telephone services and PBX based features.
- Must be organized and able to work in a quickly changing internal and external environment.
- Must be self-motivated and demonstrate the discipline necessary to work in an environment with little direct supervision.
- Strong familiarity with PC’s including but not limited to Excel, MS Word, general database and word processing software
- Communication and interpersonal skills required to interact both orally and written with customers and management
- Must be able to multitask, work tight deadlines and focus on project completion.
What’s in it for you?
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.