BASIC FUNCTIONS:The position of Voice Services Team Lead - Specialist Level III encompasses expert-level responsibilities in providing support, maintenance, and leadership for voice communication systems both internally within the organization and for external clients. In addition to driving sales initiatives and delivering exceptional customer service, the Voice Services Team Lead will develop new lines of service and devise strategies to effectively market all existing and new voice services. This role requires advanced expertise in voice systems architecture and design, along with the ability to troubleshoot and resolve complex technical issues pertaining to voice services. Working closely with the IT team, the Voice Services Team Lead assumes a pivotal role in overseeing the development, implementation, and sales of new voice technologies, formulating procedures and best practices, and coordinating innovative sales approaches.ESSENTIAL JOB FUNCTIONS:
- Offer expert-level support and maintenance for voice communication systems in K-12 school environments, ensuring their reliable operation and optimal performance, while leading a team in achieving the same goals.
- Promptly and effectively address and resolve technical issues related to voice services, both independently and collaboratively with the IT team, vendors, and service providers, to minimize disruptions in communication for school staff and faculty.
- 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, aligning with the unique requirements of K-12 school environments.
- Represent BLaST IU17'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.
- Oversee systematic system monitoring, maintenance, and performance testing, and report results to the Regional Wide Area Network Director.
- Validate comprehensive technical documentation of voice system configurations, procedures, and best practices, serving as a reliable reference for both technical and non-technical staff members.
- Deliver advanced training, support, and sales training to end-users, ensuring they effectively utilize voice communication systems and promoting efficient communication through features such as voicemail, call routing, and conferencing.
- Maintain a valid state driver's license and ability to drive without advanced notice
- The Voice Services Team Lead shall perform any assigned additional duties.
- Stay abreast of emerging voice technologies, industry trends, and regulatory requirements relevant to K-12 school environments, proposing improvements or enhancements to voice services and sales strategies to meet evolving needs.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Possess expert-level knowledge of voice communication systems, including VoIP, SBC / PBX, call routing, and telephony protocols. Command of various voice platforms and technologies is essential.
- Demonstrate mastery in diagnosing and resolving complex technical issues related to voice services, both independently and in a team-based context. Exhibit the ability to identify root causes quickly and implement innovative solutions efficiently.
- Exhibit exceptional customer service skills with the ability to distill complex technical concepts to non-technical end-users. A proven track record of delivering rapid, effective support while maintaining a professional and respectful demeanor is a must.
- Demonstrate expert ability to implement VoIP security measures, including call restrictions, E911 solutions, and securing all aspects of a voice environment.
- Proven ability to generate, refine, and oversee the production of technical documentation, including system configurations, troubleshooting guides, and standard operating procedures. Precision and clarity in process documentation are critical.
- Exhibit the flexibility to navigate changing priorities and adapt to emerging voice technologies.
- Show an eagerness to continually learn and master new systems, while staying current with industry trends and best practices.
- Possess exceptional organizational, managerial, and leadership skills, with the capability to oversee multiple tasks simultaneously, while ensuring effective communication in a customer service-focused environment.
- Exhibit a high level of understanding of local area network design, IP Addressing, and connectivity solutions.
- Possess exceptional leadership qualities, with a readiness to share knowledge, support colleagues, and lead by example is vital.
QUALIFICATIONS:Bachelor's Degree in related technologies or a minimum of five (5) years of practical experience in VoIP Communications and Computer Networking. A deep understanding of VoIP phone systems, network cabling, cloud-based technologies, and local area networks is indispensable for excelling in this role. In addition, the candidate must possess 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. Additionally, the candidate must demonstrate an entrepreneurial mindset with preference given to sales and marketing experience.WORKING CONDITIONS:The nature of this work requires frequent lifting (up to 60 pounds) and is often physically demanding. Duties include a wide range of lifting, carrying, handling, and other physical demands. The work is performed primarily in classrooms or office/laboratory environments with occasional exposure to the elements and working in awkward positions. Travel to IU locations and customer sites is required, including traveling outside of BLaST IU17's region and overnight stays at the expense of the employer per policy.