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Heidi Killingham

Telephony Project & Service Specialist

Full Time
Grand Rapids
Posted 2 months ago

Applied Technologies, a division of Applied Innovation, is seeking a Telephony Project and Service Specialist to join our Managed Network Service team. The ideal candidate will have project management skills, broad technology expertise, care for customer experience, and a strong background in VoIP and UCaaS technology. 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 

The Telephony Project & 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, 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 

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 full benefits program includes medical, dental, life, short-term disability, 401(k), paid vacation, paid holidays, and opportunity for advancement. 

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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