Implementation Manager
Broadsoft - Tulsa, OK

This job posting is no longer available on Broadsoft. Find similar jobs:Implementation Manager jobs - Broadsoft jobs

We are seeking a versatile technical manager who can work in a fast-paced, customer & technical support environment. The implementation team is responsible for end-user turn-ups for our hosted voice-over-IP (VOIP) service provider customers. This includes direct phone- and email-based interaction with end-users to coordinate actions and provide technical guidance to ensure a smooth service implementation experience. This is a new department that is quickly evolving. The implementation manager must guide the team through rapid growth and the difficult challenges that come with it.

Primary Responsibilities:

• Supervise small, yet growing team of VOIP implementation specialists
• Oversee all customer implementation activities & milestones
• Ensure tickets are worked in a timely and efficient manner
• Monitor interactions with customers
• Answer reactive helpdesk & technical support inquiries via phone & email
• Train, coach and mentor personnel
• Interface with service provider product management, sales & support personnel to ensure appropriate methods and procedures
• Interface with provisioning management to ensure timely delivery of service including number porting
• Handle customer escalations and other high priority service delivery inquiries
• Adjust department methods & procedures accordingly to ensure efficient operation

Skills and Educational Requirements:


• Technical degree, technical certification, or equivalent experience of 4+ years in telecom service delivery or technical support

Skills, Knowledge & Attributes:

• Proven ability to motivate technical personnel
• Must be self-starter requiring minimal guidance
• Excellent verbal, written and interpersonal communication skills
• Strong analytical and technical troubleshooting skills
• Customer project management
• VOIP implementation and troubleshooting
• LAN / WAN configuration & troubleshooting…as it relates to VOIP
• Telecom provisioning & implementation methods & procedures
• Reporting for call center and ticketing metrics


• 4+ years in telecom service delivery , technical support or network operations
• 2+ years supervising personnel in a technical support environment
• Must have previous VOIP experience

**Must be eligible to work in the US without sponsorship

About this company
2 reviews