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Heidi Killingham

Telephony Project & Service Specialist

Full Time
Grand Rapids
Posted 5 days ago

Applied Technology, a department of Applied Innovation, is seeking a Telephony Project and Service Specialist to join our Managed Network Service team.

The Telephony Project and service Specialist is critical in bringing the voice and perspective of contact center customers.  As part of the Sales Engineering and Deployment Services Organization, the Specialist contributes to successfully implementing new customers on the platform and provides consulting services on contact center best practices to existing and potential customers. This position also supports internal departments across the organization as a resource and Subject Matter Expert (SME) for hosted contact center and hosted PBX best practices.

The Telephony Project and Service Specialist must have broad and deep expertise across contact center management and operational methodologies, processes, and best practices. This position is integral for the overall success of the Sales Engineering and the Customer Success Organization and for providing a positive customer experience.  The ideal candidate will have project management skills, broad technology expertise, care for customer experience, and a strong VoIP and UCaaS technology background.

This role encompasses the following domains: 

  • Project Management of new installs 
  • Creating and maintaining documentation 
  • VoIP Sales Engineering 
  • VoIP & UCaaS Platform Escalations 
  • IP & Softphone Configuration & Troubleshooting 
  • SIP & Network Troubleshooting 
  • Empowering power users at client locations

The Telephony Project and Service Specialist will be responsible for fulfilling new orders for Applied Innovation’s hosted voice and collaboration platforms, owning the onboarding and implementation experience of design and configuration while communicating status updates throughout the delivery cycle. This role works closely with sales, ordering, field installation, and support departments to ensure successful deployment and ongoing support of those platforms. This role provides an internal escalation path for high-profile or challenging issues. This role identifies and addresses procedure and documentation opportunities by creating SOPs and internal and customer-facing knowledge resources spanning the Applied Innovation Collaboration portfolio. 

Skills: This position will be responsible for having expertise, knowledge of, and the ability to configure and troubleshoot the following:

  • Applied Innovations proprietary, Asterisk-based, and 3CX-based Collaboration Platforms 
  • Polycom and Yealink IP phones; Grandstream, Cisco, CyberData SIP endpoints 
  • TCP/IP, DNS, DHCP options, VLAN, Multicast, CDP/LLDP, QoS policy, Firewall rules 

Core Competencies:

  • Proven excellence with customer-facing activities. Must have a passion for creating and delivering customer value
  • Excellent communication (verbal and written), interpersonal and presentation skills
  • Ability to work in a fast-paced environment and willing to address complex problems with minimal direction
  • Proven ability to work as a member of a team to meet critical customer deadlines
  • Proven ability to work creatively and analytically in a problem-solving environment
  • An understanding of technology and its application to business is desired
  • Demonstrated ability to exercise judgment to determine appropriate solutions to customer technical issues
  • High availability telephony
  • Proficiency in using hosted contact center applications would be a distinct advantage.

Prerequisites: To be considered for this position, the candidate should have: 

  • 2+ years’ experience working with VoIP (Preferred) 
  • 5+ years’ experience in a customer experience-oriented support environment 
  • Minimum 2-year college degree in Networking, Computer Science, Information Systems, or a related technical field. 

Our complete benefits program includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, and advancement opportunities. 

If you are interested in this exciting opportunity, please submit your resume below and fill out an application by clicking here.

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