Voice Implementation Project Manager II

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology.  We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

The Voice Implementation Project Manager II owns the service delivery process from order submission through customer acceptance of delivered Voice Services. Responsible for managing projects to install complex VoIP (SIP/PRI/Analog) and Hosted Voice services. Responsible for managing projects to provide Moves Adds, Changes, and Disconnects of VoIP and Hosted Voice services.

• Maintain regular and clear communication with the customer, manage expectations, and deliver an exceptional customer experience during the service delivery process.

• Discover and record customer requirements, call flows, and desired system features and functionality.

• Facilitate response to customer's technical questions associated with VoIP and Hosted Voice services feature functionality, portal operation, call flows and overall solutions design.

• Prioritize work load and activities based on business objectives.

• Travel to customer site for installation, testing, and Hosted Voice system feature and functionality training. Verify call processing, call routing, feature interaction and overall VOIP and Hosted Voice platform functionality at time of service activation.

• Work with and manage Customer, Customer Vendors, Network Engineering, Central Office, Field Services Technicians, and Repair resources to successfully design, configure, and implement VoIP and Hosted PBX services.

• Provide post-install customer support for trouble resolution, call flow adjustment, training, and Moves, Adds, Changes, and Disconnects.

• Responsible for all decisions regarding procedural and technical considerations required to complete Hosted Voice product implementations.

• Assist the Voice Implementation Manager 3 and Senior Voice Implementation Manager with implementation projects in market.

• Provide the first level of escalation to customers for questions and issues related to their existing service 30 days post-install.

• Perform all other duties as assigned by the Voice Implementation Manager and/or Director of Implementation.

What You Bring to the Table:

• 5+ years of Voice service installation or back-end support.

• 1+ year Project Management experience.

• Extensive working knowledge of VOIP, SIP, PRI, and Analog Protocols

• Ability to manage multiple priorities simultaneously

• Ability to communicate technical terms and situations to technical and non-technical individuals

• Significant focus and follow-through with a high attention to detail

• Strong verbal and written communication skills

• Excellent customer service skills

• Ability to create and edit application based spreadsheets, documents, and presentations.

• 25% local travel

• Valid State Driver’s license and clean driving record

Education: 

• High school diploma or equivalent required. 

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match

• Insurance options including: medical, dental, vision, life and STD insurance

• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

• Floating Holiday: 40 hours per year

• Paid Holidays: 7 days per year

• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

• Tuition reimbursement program

• Employee discount program

*Benefits listed above are for regular full-time position

Base Compensation: The base compensation range for this position is $80,000 - $100,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities. 

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered.  Discrimination of any kind has no place here.  We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only):

https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf