Provisioning Specialist-Voice Service Delivery

Job Description

Job Description

The Provisioning Specialist - Voice Service Delivery performs essential functions involved in delivering voice services offerings which include operational, maintenance, and troubleshooting tasks and the development of processes and relationships cross-departmentally as required to meet the needs in planning, designing, building, and managing the voice network.

Duties / Responsibilities :

• Perform provisioning requests pertaining to CPEs, configuration of services inside BroadSoft Feature Server using ODIN GUI, installation, and optimization of the following elements using CLI and / or GUI access, and the like : SIP Handsets, SIP Trunks, PRI Trunks, and analog services via IADs and ATAs.
• Perform in-depth troubleshooting and fault remediation of all voice-related tasks and issues using the JIRA system and / or external vendor ticketing system to report issues, track status, and meet SLAs.
• Act as an operational interface between engineering and both internal and external users and vendors to solve issues.
• Manual completion and resolution of non-systemic tasks where applicable.
• Bring all escalations to conclusion and resolution within defined SLAs.
• Perform order management for all voice-related services while ensuring proper service delivery to customers.
• Report outage-related events by following standard operational procedures to ensure timely resolution.
• Monitor and report any voice-related alarms and issues to ensure fault to resolution.
• Aid Engineering team in the testing and validations of new CPEs, software upgrades, and new feature enhancement.
• Maintain proper documentation of voice-related activities by working with Engineering and vendors to capture full E2E processes.
• Other duties as assigned by Supervisor.

Minimum Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

BENEFITS :

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :

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Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.