Voice Implementation Project Manager II

Please consider applying if YOU have one of the following:

Astound Broadband Powered by Wave is currently searching for a Voice Implementation Project Manager II covering the territory of Olympia, WA to Port Orchard, WA. This position is responsible for owning the service delivery process from order submission through customer acceptance of delivered Voice Services. The VIPM II is responsible for managing projects to provide Moves, Adds, Changes, and Disconnects of VoIP (SIP/PRI/Analog) and Hosted Voice services.

• Maintain regular and clear communication with the customer, manage expectations, and deliver an exceptional customer experience during the service delivery process
• Discover and record customer requirements, call flows, and desired system features and functionality
• Facilitate response to customer's technical questions associated with VoIP and Hosted Voice services feature functionality, portal operation, call flows and overall solutions design
• Prioritize work load and activities based on business objectives
• Travel to customer site for installation, testing, and Hosted Voice system feature and functionality training. Verify call processing, call routing, feature interaction and overall VOIP and Hosted Voice platform functionality at time of service activation
• Work with and manage Customer, Customer Vendors, Network Engineering, Central Office, Field Services Technicians, and Repair resources to successfully design, configure, and implement VoIP and Hosted PBX services
• Provide 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.
• Provide the first level of escalation to customers for questions and issues related to their existing service 30 days post-install
• Perform all other duties as assigned by the Voice Implementation Manager and/or Director of Implementation
• Other duties as assigned

• 3+ years of Voice service installation, back-end support, or project management experience
• 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
• Working knowledge with Microsoft Office (Word, Excel, Visio, Project, etc.)

• Ability and willingness to travel 50% locally
• Must possess a valid State Driver’s license and clean driving record

• High school diploma or equivalent

• IT, Computer, Telephony technician experience
• Post-High School Technical Degree or Certification

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)