The Telephony Requirements Officer's (TRO) primary responsibility will be the administration of a
specialized telephony application. The TRO will serve as a voice services project coordinator, acting as a "liaison"
between various customer requirements & service provider groups, end users, and AT&T project teams to facilitate
the ordering of voice services, which will meet the customer’s mission requirements. This position is a part of a 30+
member program team on customer premise, and one of six AT&T team members on a 16 member customer
requirements branch team. This position will have responsibility to analyze "small scope" voice project requirements
to determine the course of action, create service requests, enter data into appropriate tracking databases, and issue
orders to project teams. On larger scope voice projects the TRO will work in conjunction with senior requirements
analysts or project managers. The TRO will track requests for service throughout their lifecycle after order issuance,
to include addressing any AT&T project team inquiries, follow up testing with local technical staff, technical staff
provisioning, on to deployment and into production. The TRO will also assist local technical staff as required, to look
up and provide any pertinent provisioning data associated with any troubleshooting efforts. The position will also
have responsibility to issue disconnect orders to terminate service at the direction of the customer. Voice services
may include blocks of telephone numbers, single telephone numbers, blocks of toll free numbers, single toll free
numbers, voice mail service, fax service, dial up internet services, email accounts, and other unique voice routing
arrangements that will be performed by technical staff at the direction of the requirements team. Work will be
performed at various customer locations in the Northern Virginia area. Normal work schedule will be M-F during
business hours. Availability for emergency holiday, night and weekend work is required but such work is not
expected under normal circumstances.
Desired Skills: Knowledge of the customer environment, AT&T Customer Care & Provisioning Systems is a plus (e.g.
SOTS, TIRKS, FEDI, etc.).
Required Skills, Experience, and Education:
Desired Skills, Experience, and Education:
- Must have excellent customer service, communication, and collaboration skills
- General knowledge of information technology and telecommunications
- Attention to detail and the ability to manage multiple priorities
- Experience with the Microsoft Office suite (Word, Excel, Access, Outlook)
- Knowledge of the customer environment
- Experience with AT&T Customer Care and Provisioning systems (POCITS, BASIC8, ORDERTAKER, RDS, CBS, Business
Required Clearance: Must be a U.S. Citizen and hold a TS/SCI Clearance with a Full Scope Polygraph
AT&T - 15 months ago
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