Voice Configuration Representative bei Granite Telecommunications, LLC

Summary of Position:

The Voice Configuration Representative is responsible for assisting in the configuration and provisioning of VoIP services for business customers. This role focuses on processing standard order types, performing basic configuration changes on EpiK devices, and supporting the deployment of Hosted PBX, SIP Trunking, ePRI, and ePOTS solutions. Working under the guidance of senior team members, the Level 1 Representative collaborates with internal teams to verify network readiness, follow established procedures, and escalate complex issues when needed. Success in this position requires attention to detail, a willingness to learn, and a dedication to providing accurate, timely service to ensure customer satisfaction.

Responsibilities:

• Configure and provision advanced VoIP solutions, including Hosted PBX, SIP Trunking, ePRI, and ePOTS.
• Perform configuration changes and updates to EpiK devices as part of service provisioning and maintenance.
• Handle all order types and ensure accurate, timely configurations in Metaswitch and related systems.
• Collaborate with internal teams to coordinate router configurations, porting activities, and network readiness.
• Manage and execute large-scale customer deployments while meeting strict deadlines.
• Maintain detailed documentation of configuration processes, customer requirements, and resolution steps.
• Monitor and validate service performance post-deployment, ensuring customer satisfaction.

Required Qualifications:

• Technical background or desire to grow in technical field
• Strong organizational skills
• Knowledge of SIP protocols, VoIP architecture, and telephony systems.
• Hands-on experience with Metaswitch and related provisioning systems.
• Proficiency in troubleshooting VoIP call flow, QoS, and routing issues.
• Excellent organizational, communication, and project coordination skills.
• Ability to work independently on complex technical tasks with minimal supervision.
• Ability to take direction and act upon it
• Demonstrate critical thinking and analytical problem-solving skills
• Collaborative, can-do attitude
• Willingness to obtain government security clearance

Preferred Qualifications:

• Understanding of Networking, TCP/IP, Routing, Switching
• Experience in customer facing technical support roles
• Ability to refine and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise.
• 1-2 years in a technical support related role, or equivalent experience
• Understanding of Networking, TCP/IP, Routing, Switching, SD-WAN
• Prior public trust P2 security clearance
• Bachelor's Degree in Computer Science, Network Design, Network Security, or related field
• Experience with coding and automation platforms such as Python, Javascript or similar