What are the responsibilities and job description for the Voice Services Team Lead position at BLaST Intermediate Unit 17?
Blast Intermediate Unit 17 Voice Services Team Lead
The Voice Services Team Lead is a specialist-level position responsible for providing support, maintenance, and leadership for voice communication systems within the organization and for external clients. This role requires advanced expertise in voice systems architecture and design, as well as the ability to troubleshoot and resolve complex technical issues related to voice services.
Key Responsibilities:
- Offer expert-level support and maintenance for voice communication systems in K-12 school environments, ensuring their reliable operation and optimal performance.
- Promptly and effectively address and resolve technical issues related to voice services, both independently and collaboratively with the IT team, vendors, and service providers.
- Lead a team in providing specialized assistance to end-users, offering precise and clear instructions to resolve complex technical problems, and escalating when necessary.
- Oversee the coordination with vendors, service providers, and internal teams to ensure effective management and implementation of voice-related projects, including system upgrades, migrations, and expansions.
- Represent Blast Intermediate Unit 17's voice service offerings at conferences and actively participate in marketing activities.
- Travel to customer sites to provide pre and post-sales customer service, high-level technical support, engineering services, and explore marketing opportunities.
Requirements:
- Expert-level knowledge of voice communication systems, including VoIP, SBC / PBX, call routing, and telephony protocols.
- Mastery in diagnosing and resolving complex technical issues related to voice services, both independently and in a team-based context.
- Exceptional customer service skills with the ability to distill complex technical concepts to non-technical end-users.
- Proven ability to generate, refine, and oversee the production of technical documentation, including system configurations, troubleshooting guides, and standard operating procedures.
- Exceptional organizational, managerial, and leadership skills, with the capability to oversee multiple tasks simultaneously, while ensuring effective communication in a customer service-focused environment.
Qualifications:
- Bachelor's Degree in related technologies or a minimum of five (5) years of practical experience in VoIP Communications and Computer Networking.
- Professional Level Industry Standard Certification(s) in Voice Over IP (Grandstream Certified Professional / Cisco Certified Voice Professional).
- Associate-level certification(s) computer network is desired.
