Voice Technician

Manager Notes:
Clearwave owns the voice switch and own dial tone
They are moving from Metaswitch to a cloud switch (Sinch/Inteliquint Atlas platform)
Similar to the people we placed in 2022/2023
Work will be completed during the day – some night hours may have to be done as the work will impact service at a minimal level so predominantly day work
Associate will be responsible for building a voice platform in cloud and targeting to the CPE
Voice provisioning is key
All customers are commercial customers, no residential
100% remote
Joe Nigro will be the Dedicated Voice Engineer – he will be their main point of contact for daily direction and perform all of the training
Doug and Joe will conduct the interviews
03/07/25 start or prior if it works out that way

Requirements
Worked for an ISP not an IT company
Calix experience
Adtran (not required, can be trained)
Metaswitch (not required, can be trained)
Glotel to provide laptop

Job Title: Voice Operations Engineer I
­­­­­­­Department: HF – Operations
Business Unit : Clearwave Fiber
FLSA Status: Exempt
Reports to: Voice Operations Manager

General Description of Position:
Responsible for the design, development and implementation of Voice service systems. Provides first class customer service to our customer base. Provides accurate and efficient technical support and training service to customers. Provides troubleshooting expertise by interfacing with multiple technical staff members and vendors to resolve complex issues. Provides backup support to the Helpdesk and Installation & Repair team.

Duties & Responsibilities:

• Responsible for deploying, maintaining, and supporting Voice services.
• Troubleshoot and resolve complex customer telecommunication system problems.
• Provides technical expertise to the Help Desk and Installation and Repair teams regarding telecommunication problems.
• Develops written statements of work for Voice installations.
• Assists the sales team as a technical resource when Hosted Voice demonstrations are needed and/or site assessments.
• Develops Client system documentation.
• Benchmarks, analyzes, and makes recommendations for the improvement of customer systems.
• Demonstrates subject matter competence regarding the latest technologies.
• Actively participates in triaging voice & network related issues in correlation to voice platforms.
• Provides help desk support including analyzing and resolving end-user issues.
• Problems Management (determining permanent solutions to unique or chronic problems).
• Performs other duties as assigned

Minimum Qualifications:

• Bachelors Degree or equivalent experience in telephony or information technologies.
• Experience with Remote Monitoring and Management Tools (RMM).
• Proven ability to manage multiple tasks/projects as well as leading departmental initiatives.
• Provide project and technical support on voice project assignments.
• Experience working with Microsoft Operating Systems.
• Knowledge of various technologies, including networking, hardware, software, peripherals, network applications, and security.
• Proven technical troubleshooting skills and logical problem solving.
• Excellent organization, time management and follow up skills and the ability to manage several projects simultaneously.
• Strong customer-service orientation.
• Actively takes initiative to tackle any issues that arise with little to no guidance.
• High level problem analysis and problem resolution skills.
• Strong customer orientation.
• Excellent written and oral communication skills.
• Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.
• Valid drivers license with history of safe driving record.
• Ability to work off peak hours to respond to customers.

Preferred Qualifications:

• Experience working with voice systems.
• Knowledge and experience of installing switching/routing equipment.
• Experience with installing, configuring, and administering a broad range of technologies.