MandaluyongOverview Qualified candidates must have experience building Contact Center or Call Center environments. Additionally, BroadWorks system administration functions including configuration of all UCaaS group services, e.g., Auto Attendants, Hunt Groups, Call Centers, Call Routing, Users, Devices and Trunk Groups. They will serve as the customer’s single point of contact through the order inception, designing/planning, post-production consultation, and support. Proactively communicate and engage customers on specific customization or setting up their UC Services.
Responsibilities
Order Entry
Working knowledge and understanding of customer’s logical or virtual networking requirements for Masergy’s Cloud products. Must be able to formally capture these requirements within internal systems and customer service requirements documentation. This includes the creation of CCaaS admin users, supervisors and agents in call flows.
Quality Assurance
Verifies service implementation detail with the customer for each service location to ensure that order details are accurate.
Customer Service Kickoff Presentations
Responsible for hosting a formal service implementation kickoff meeting and presentation with each customer to develop a strategic plan for service deployment. The output of the meeting is a site level deployment plan with dependencies and sequencing. Any contingency plans required for critical sites must be fully vetted.
Project Management
Provides a comprehensive Project Management function to ensure that critical service requirements are properly sequenced. Coordination requirements may include circuit installation, equipment deployment and installation, local building wiring and dispatch coordination with vendors around the world. Responsibilities may also include procuring domestic and international local and toll free numbers and coordination of Local Number Portability (LNP) and RespOrg activities. Qualified candidates must have experience with Cisco Contact Center (CJP or WebEx CC) as well BroadWorks system administration functions including configuration of all UCaaS group services, e.g., Auto Attendants, Hunt Groups, Call Centers, Call Routing, Users, Devices and Trunk Groups.
Internal Resource Coordination
Coordinate with internal resources such as Sales Engineering, Provisioning as well as NOC technical resources to ensure that service requirements are properly captured, service deployment and timing requirements are satisfied and that NOC resources are scheduled for testing and service activation.
Reporting and Meeting Management
Produce weekly reports and host regular conference calls with each customer to review the status of activity on each order. Provide user license information to the billing department.
Customer Advocate
Must act as an advocate for customers to ensure that critical needs are met. Proactively engage their management team as required to bring the requisite forces to bear on specific issues that may be customer impacting. Timely and regular communications with customers is essential.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications5+ years of relevant telecommunications experience including:
Service implementation project management
Experience in order coordination in a production, process-oriented organization.
Customer presentation skills
Ability to understand network diagrams
Time management and complex task organization
Working knowledge of MPLS, VPLS, QOS, VoIP and IP Networking.
Familiarity with telecom industry voice, data, and applications processes
Experience with the ILEC/CLEC provisioning environment
STRONG CUSTOMER FOCUS
Excellent written and verbal communications
Ability to effectively work with all levels throughout the organization
Possess a professional attitude and work ethic in addition to being well organized and efficient
Ability to deal with unforeseen situations and come up with logical solutions to these problems without outside instruction
Ability to motivate people and work as part of a team
