United States onlyKey Responsibilities
- Lead multiple simultaneous customer implementation projects, ensuring adherence to timelines, deliverables, and quality standards.
- Serve as the primary point of contact for customers throughout the onboarding lifecycle.
- Coordinate with internal teams (Sales, Onboarding, LNP, Support, Network Operations, and Development) to ensure all technical components are properly configured and validated.
- Conduct project kickoff meetings to review requirements, call flows, network readiness, and porting details.
- Serve as a backup to LNP lead, which includes coordination, testing, and final activation to ensure seamless cutovers.
- Manage project documentation, including intake forms, configuration details, and change control.
- Track and report project progress, risks, and dependencies to internal stakeholders and customers.
- Identify opportunities to streamline and improve onboarding processes, tools, and customer experience.
- Utilize Zendesk, and internal tools for task tracking, reporting, and status visibility.
- Support ongoing transformation initiatives that enhance project visibility and efficiency across teams.
- 3 to 5 years of experience in technical project management, implementation, or customer onboarding in telecommunications, UCaas, or managed services.
- Solid understanding and experience troubleshooting VoIP, SIP trunking, fax andnetwork topology, and LNP processes.
- Proven ability to manage multiple projects and deliver results under tight deadlines.
- Strong organizational, documentation, and communication skills (verbal and written).
- Proficiency with Zendesk, MS Excel, and project tracking tools.
- Customer-first mindset with the ability to translate technical language into customer-friendly terms.
- PMP, CAPM, or Agile/Scrum certification.
- Bilingual (French and English)
- Experience with LNP, engagement of carriers and LNP platforms.
- Familiarity with APIs, integrations, SIP troubleshooting.
- Experience in a SaaS or fast-paced, cross-functional environment.
Canada only