Service Activation Manager


Job Data:
Job Title: Service Activation Manager
Department: Service Activation
Location: Chicago


Essential Functions:

The primary role of Service Activation is to provide successful programming, configuration, installation, commissioning, servicing, and activation of our telecommunications products, services, and equipment. 

The candidate will act as part of a team to configure, install, and turn up various network service offerings. These include voice services such as UC and C3 as well as WAN services such as SDWAN, DMVPN, IPSEC, MPLS, and others. The candidate should have expertise with voice systems as well as CCNP level or equivalent work experience with network deployments and trouble shooting. The candidate should understand how various service offerings interact with diverse customer LAN and enterprise environments and must have experience with understanding customer requirements and gathering the correct information for deployments in a timely manner. Must understand concepts such as Layer 3 routing such as EIGRP, OSPF and BGP as well as LAN/WAN/VOIP/SDWAN technologies. Must be proficient with Cisco/Adtran routers and Metaswitch voice switches as well as Versa FlexVNF. The candidate will be working primarily in the office supporting deployments remotely and typically reports directly to a manager.

  • Day-to-day configuration, service, support, of Call One UC and C3 (Cloud Contact Center), SDWAN, MPLS and other WAN offerings.

  • Gather and communicate technical requirements to/from the customer

  • Configure and troubleshoot Voice, L2 and L3 networks.

  • Review job packages, validate configurations before deployment or activation

  • Participate in after hours on call schedule.

  • Input daily tasks and time logs into Tigerpaw, RevIO, and other systems as needed

  • Oversee assigned service orders to ensure successful completion and all paperwork is being updated correctly on a daily basis. Ensure daily service orders and tasks are completed at or above the expected efficiency.

  • Work collaboratively with all levels, resources and other entities of the company as a whole.

  • Ensure that work is of the highest quality and all operational performance metrics are met or exceeded.

    Duties of a Service Activation: C1UC-C3

  • Setup, program, stage, and bench-test all new systems for onsite installation. All database programming information will be initially obtained from the project manager. Upon completion of the bench testing a complete set of as-built documentation must be generated for project manager, customer contact and one retained at Call One for master records.

    Ensure voice quality over the LAN/WAN by assisting in the implementation of new C1UC systems or troubleshooting existing IPBX systems. If the call cannot be completed remotely, service activation will work with field services for dispatching a technician to customer site.

    Maintain in house test, lab, or production systems.
    Assist in any onsite service, installation or training when needed.
    Contributes to team effort by accomplishing related results as needed. o Maintains interaction throughout any issue process with the customer.

    Able to properly notify supervisor on matters that need their attention. o Ability to work effectively in a team environment.
    Some out of state travel may be required as accounts arise.
    Perform other duties as assigned.

    Duties of a Service Activation: WAN-SD-WAN
    Gather technical requirements from the customer and document them accordingly. Create

    network Diagrams using Visio based on requirements.

    Setup, program, stage, and bench-test all new systems for onsite installation. Upon completion of the bench testing a complete set of as-built documentation must be generated and retained at Call One for master records.

    Deploy and activate systems and services by working directly with internal and external technical teams. Verify and test all voice, security and data services upon completion of any given turn up.

    Maintain communication between technical parties during all phases of solution deployments.

    Able to properly notify supervisor on matters that need their attention or escalate issues via the proper escalation path.

    Able to maintain a sense of urgency and importance when working with internal and external teams while maintaining a professional demeanor.

    Able to follow all processes and procedures relating to communication, configuration, deployment and support.

Required Knowledge and Experience:

The ideal candidate will have skills and experience in some or all of the following characteristics:

    • Ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel and Outlook
    • Minimum 3 years experience with LAN/WAN networking preferably with Cisco and Adtran experience.

    • Minimum 3 years experience with IOS XE, IOS XR, Catalyst and Adtran operating systems.

    • Minimum 2 years experience configuring and deploying SDWAN, preferably Versa FlexVNF

    • Minimum 3 years experience with migrating medium to large enterprise networks.

    • CCNP level routing and switching. EIGRP, BGP, OSPF, L2 switching, HSRP, VRRP, L2 VLANS, 802.1q, STP, MPLS, DMVPN, IPsec VPN

    • Knowledge of the circuit ordering and activation process.

    • Able to troubleshoot circuit issues with various carriers and LECs.

    • Experience with network WAN migrations.

    • Metaswitch HPBX experience.

    • Minimum of 3 years of telecom technical experience installing and servicing PBX equipment with technical certifications to back up your experience. Mitel\Shoretel IPBX v14.2 or Connect – certification preferred.

    • Contact Center\ACD platform – design, configuration, programming, troubleshooting: Mitel\Shoretel v9 or Connect – certification preferred

    • Minimum of 1 year VOIP experience installing and servicing VOIP PBX equipment.

    • Proficient in puTTY\TeraTerm, MSP Anywhere

    • Proficient in LAN/WAN implementation and troubleshooting.

    • Preferably having a current Avaya and Mitel\Shoretel certification or similar VoIP manufacturer certifications.

    • Prefer current CCNA or CCNP certifications.

    • Legacy PBX background would be preferable as well.

    • Excellent customer service skills.

    • Cabling troubleshooting skills.

    • Cabling skills, Cat5\5e\6, SM, MM Fiber, Fiber connector types, extended DMARCs, media converters, patch cables, customer handoffs.

    • Troubleshoot digital trunks, T1 troubleshooting skills.

    • Daily MAC work is required.

    Minimum Qualifications:

    Bachelor’s degree and/or combination of equivalent experience and education expected.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.