Telecom Specialist

We are looking for a Telecom Specialist to be in charge of the successful planning and managing of our customer’s phone integrations. This is an exciting and rewarding opportunity to join a rapidly growing team responsible for our entire customer base.

As our Telecom Specialist, you will:

• Serve as the single point of contact during the customer’s phone integration and set-up
• Schedule & conduct detailed discovery calls with customers to determine any changes or requirements needed to successfully reconfigure the customer’s current phone set-up
• Assist the customer in speaking with their current phone provider and/or phone vendor to ensure the most optimal telecom setup
• Coordinate and follow up with customers to ensure their integration is seamless and successful
• Process, keep track & update the status of the customer’s integration in Salesforce
• Troubleshoot phone integration issues pre and post Live
• Work with members of multiple teams (including but not limited to Success, Onboarding, Support, Engineering, Product, Marketing)
• Manage escalations from multiple teams internally and externally

To be a successful Telecom Specialist, you'll need:

• Deep technical understanding and ability to configure & troubleshoot all aspects of POTS, VOiP, SIP, cellular/wireless, PRI, PBX, IVR routing, customer call flows, network architectures
• 5+ years in a Telecom Technical role with emphasis on implementation
• Understanding in Telecom operations support (Carrier Ops, Call Processing, and Network Management)
• Understanding of network protocol layers, security layers and domain models
• Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning
• Superb customer service skills
• Great time management and excellent communication skills
• Self­starter who thrives in an entrepreneurial, fast­ paced environment, with an ability to “roll with the punches”
• Proven ability to multi­task and manage multiple moving pieces at a time while paying strict attention to detail