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Telephony & Networks SRS Consultant

NewVoiceMedia is in the process of disrupting one of the biggest markets in the world - business telephony. Well-funded by cloud-focused VC's and with a management team holding a decade of cloud experience, we have a strong vision for the future and aggressive global growth plans. We are looking for exciting, passionate, innovative people to join our fast-growing team and help us achieve our goals.

Role overview and responsibilities:

The Telephony and Networks Professional Services Consultant will be fundamentally responsible for ensuring that a new client can achieve all the technical pre-reqs to successfully run the NVM ContactWorld Services. They will have good knowledge in Wide and Local Area Networks, PSTN and VOIP transmission, PBX and Call Centre technology and thus can check a client’s local and wide area network infrastructure and any existing telephony PBX’s will be able to support the NVM service.

Through a combination of client consultation and system monitoring/diagnostics tools they will fulfil a repeatable process for each client before a regular PS consultant starts the Solution Discovery Workshop and any service deployment phases begin. This process is called a Site Readiness Survey (SRS).

To achieve the Ready for Service (RFS) target of 60 days, an SRS will be completed as soon as a new client signs an order. The role reports to the VP Customer Success. your responsibilities will include:

  • Analyse customer network using NVM monitoring tools to measure VOIP attributes such as latency, jitter and packet loss.
  • Audit customer PBX to ensure it can support the NVM ContactWorld service such as available DDIs, no contention on trunk lines, voice mail settings etc.
  • Actively contribute to broader goals and growth beyond the scope of a single project by building relationships with external clients.
  • Perform a check list of activities and be 100% sure the client can meet all the NVM technical pre-reqs.
  • Document the results of the audit and confirm either a pass or fail. Including creating an audit record in Salesforce.
  • Engage in face to face or telephone discussions with the client’s network engineer to review LAN and WAN will be suitable for NVM Service
  • Be able to fault find network and PBX settings when problems are found.
  • Run multiple SRS audits at any one time with the ability to get them completed before the delivery phase starts.
  • Take direction on work packages from the Professional Services team.
  • Provide guidance to the client in making the right choice
  • Identify and pro-actively manage key risk areas.
  • Team player with the ability to adapt communication and interaction styles to best suit an audience, situation, or desired outcome

Skills required:

  •  Proven track record in performing well in a fast pace environment and organizational skills to manage multiple projects with tight deadlines effectively.
  • Excellent written and verbal communication skills.
  • Experience of working in a client-focused environment.
  • Good knowledge of a variety of PBX and Network equipment for both TDM and VOIP telephony, ideally you will be currently working as a telephony engineer deploying Voice and Network solutions.
  • Qualifications of computer/telephony network equipment.
  • Driving licence and be willing to travel nationally and internationally at short notice.
  • Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
  • Proven skills in following documented policies and procedures
  • Strong troubleshooting and problem solving skills
  • In-depth knowledge of computer operating systems Windows and Mac Osx

Skills advantageous:

  • Troubleshooting computer/voice networks.
  • Serving customers directly – face to face or over the phone.
  • Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management

 

Character traits:

  • Creative thinker with an aptitude for problem solving.
  • Contain the drive to succeed.
  • Adaptable and enjoys the prospect of a fast moving and continually advancing environment.
  • Conscientious, enthusiastic and proactive by nature.

What we offer:

  • Friendly, fast paced environment with exceptional opportunities to progress within the company
  • Excellent training along with a clearly defined career path
  • Highly competitive package including a range of benefits

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