Job Description

Job Description

Job Description

Responsible for managing end-to-end technical implementations for new and existing customers from project kickoff to service activation. This role requires strong coordination between customers, sales engineering, provisioning, LNP, and development teams to deliver projects on time and within scope. The ideal candidate will blend strong project management discipline with technical acumen in VoIP, UCaas, SIP, fax and networking environments.

• Lead multiple simultaneous customer implementation projects, ensuring adherence to timelines, deliverables, and quality standards.
• Serve as the primary point of contact for customers throughout the onboarding lifecycle.
• Coordinate with internal teams (Sales, Onboarding, LNP, Support, Network Operations, and Development) to ensure all technical components are properly configured and validated.
• Conduct project kickoff meetings to review requirements, call flows, network readiness, and porting details.
• Serve as a backup to LNP lead, which includes coordination, testing, and final activation to ensure seamless cutovers.
• Manage project documentation, including intake forms, configuration details, and change control.
• Track and report project progress, risks, and dependencies to internal stakeholders and customers.
• Identify opportunities to streamline and improve onboarding processes, tools, and customer experience.
• Utilize Zendesk, and internal tools for task tracking, reporting, and status visibility.
• Support ongoing transformation initiatives that enhance project visibility and efficiency across teams.

• 3 to 5 years of experience in technical project management , implementation , or customer onboarding in telecommunications, UCaas, or managed services.
• Solid understanding and experience troubleshooting VoIP , SIP trunking , fax and network topology , and LNP processes .
• Proven ability to manage multiple projects and deliver results under tight deadlines.
• Strong organizational, documentation, and communication skills (verbal and written).
• Proficiency with Zendesk , MS Excel , and project tracking tools .
• Customer-first mindset with the ability to translate technical language into customer-friendly terms.

• PMP, CAPM, or Agile/Scrum certification.
• Experience with LNP, engagement of carriers and LNP platforms.
• Familiarity with APIs, integrations, SIP troubleshooting.
• Experience in a SaaS or fast-paced, cross-functional environment.
• Bilingual (French and English)

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