Telecommunications Service Delivery Provisioner (IP Voice)

Service Delivery Provisioner (IP Voice)

Crexendo / Netsapiens

Position Summary

The Service Delivery Provisioner is responsible for the end-to-end provisioning, activation, modification, and disconnect of IP Voice services, including Hosted PBX, SIP Trunking, and POTS Replacement solutions. This role serves as a key liaison between internal teams, carrier partners, vendors, and customers to ensure timely delivery, accurate configuration, and exceptional customer satisfaction.

Primary Responsibilities

• Review and process Order Workbooks for new Hosted PBX, SIP Trunking, and POTS Replacement service requests.
• Provision new services, process service modifications, and complete service disconnects within established service delivery timelines.
• Coordinate with internal departments, partners, carriers, vendors, and customers to clarify order requirements, provide status updates, and ensure successful order completion.
• Support and participate in customer and vendor activation calls to facilitate successful service turn-ups and migrations.
• Review Customer Service Records (CSRs), invoices, and Letter of Authorization (LOA) documentation, and coordinate Local Number Portability (LNP) activities to port customer telephone numbers.
• Collaborate with Logistics and Engineering teams to order, configure, and ship telecommunications equipment, and coordinate professional installations when required.
• Maintain accurate customer billing records by applying new charges, service changes, and adjustments prior to billing cycles.
• Escalate provisioning, carrier, or order-related issues to carrier account managers and management to minimize delays and ensure customer satisfaction.
• Process customer credits and billing adjustments as necessary.
• Generate and maintain Cutsheets in Microsoft Excel.
• Utilize Excel Workbooks and understand navigation between sheets.
• Use Workflow to communicate service delivery Milestones for order status.
• Utilize Microsoft Outlook to manage communications, coordinate meetings, and provide timely updates to stakeholders.
• Work directly with field technicians to review Statements of Work (SOWs), coordinate site activities, and support analog POTS line cross-connect installations.
• Ensure all provisioning activities are documented accurately and completed in accordance with company standards and customer expectations.

Required Qualifications

• Experience using the Crexendo and/or Netsapiens provisioning platform.
• Strong technical knowledge of VoIP, Hosted PBX, SIP Trunking, and POTS Replacement services.
• Understanding of telecommunications service provisioning, number porting (LNP), and carrier coordination processes.
• Strong organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Excellent written and verbal communication skills with strong attention to detail.
• Proven ability to work effectively with customers, vendors, carriers, management, and cross-functional teams.
• Ability to prioritize and adapt in a fast-paced environment while meeting deadlines and managing time-sensitive issues.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• High School Diploma or equivalent required.

Preferred Qualifications

• Telecommunications project management experience.
• Experience coordinating field installations and customer migrations.
• Familiarity with carrier ordering, provisioning systems, and billing processes.
• Knowledge of telecommunications hardware deployment and configuration.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $50,000 - $55,000