Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath’s continued focus on network excellence and a “customer first” service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Job Summary

 

This position reports to the Director of Fulfillment. Candidate manages all facets of Lightpath’s Hosted Voice and Switch Provisioning teams. These highly technical teams configure, test and activate IP based phones, Sip trunks and PRI circuits including number porting.  Manager must be creative and have the capabilities to design new streamlined process’s as well as motivate new and seasoned employees. Manager must encourage team and individual development both technically and professionally. Responsible for vendor management including staffing agencies, technical consultants, implementation contractors as well as equipment providers. Position requires excellent organizational skills to initiate, develop, monitor and support new process and internal company projects and developments.    

 

Responsibilities

 

Develop teams technical capabilities as product grows and demand increases. Work with internal engineering on EOL/EOS devices and consult with equipment vendors. Keep implementation vendors teams apprised of new process and procedures. Continually monitor and tweak process to streamline efficiencies. Cross train technicians to balance product demand and resource capabilities. Assign daily Hosted/Switch opportunities according to skillset and resource availability. Maintain Hosted lab and keep updating lab equipment. Collaborate with vendors to establish and maintain product inventory levels. Create and maintain staffing schedules quarterly. Handle all client escalations and internal departmental concerns. Support internal phone additions/moves/distribution and troubleshooting. Develop and update PM team capabilities and knowledge on Hosted product. Develop employees technical skillset across multiple platforms. Provide upper management revenue and forecasting reports as well as quarterly stats. Manage and maintain accurate databases between Hosted orders and product inventories. Create and maintain rotating 24 hour on-call, late shift and task review schedule. Manage call queue to ensure calls are answered in a timely manner.  Maintain a less than 5-minute average hold time. Ensure training becomes available when new products have been introduced or to assist designers in their skills development. Participate in special projects and internal duties as required. Maintain 24/7 port and activation calendar in Sales Force Lightning. Collaborate with PM team on “White Glove” clients with special requirements. Create methods to improve efficiency within the department. Responsible for quality assurance of employees work performance. Qualifications

 

Bachelor’s degree in related technical field preferred. Minimum 8-10 years combined experience in Voice and Data Networking technologies. Managerial experience required. Project Management experience a plus. Hands on experience working on IP or TDM PBX’s and routers and switches.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. 

 

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law.  This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

 

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $120,000- $130,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.