Vantage Unified Communications Available Positions

Vantage Communications is an Equal Opportunity Employer. Qualified candidates interested in joining a dynamic leader in Education Technology should click “Apply Now” and complete the application form. No telephone calls please.

Director of Engineering

The Director of Engineering is responsible for planning, management, maintenance, operation and oversight of the entire Vantage Communications production network in a manner that results in 100% uptime of the network and 100% services availability to all customers.

The Director of Engineering oversees and/or performs all tasks related to the production VoIP network, providing/overseeing ‘system administration’ type duties, including but not limited to; hardware (servers and core LAN gear), virtualized components, Asterisk-based components, proprietary software components and applications, cloud-deployed (AWS) components, session border controllers, security/access control, monitoring, back-up processes, storage, capacity planning, network connections and data center operations.

This position also plays a key role in the ongoing (internal) development of the network and services applications, including; application integration, testing and evaluation, and assistance with in-house application development teams as requested.

Key Responsibilities Include (but not limited to):

Responsible for network uptime and 100% availability of all services provided
Operation, maintenance, and system administration functions of core network components
Operation, maintenance, and evolution of VoIP-specific applications and services delivery platform

Qualifications, Skills and Abilities:

Expert level understanding of VOIP, including SIP, WebRTC, known open-source technologies including SBC/B2BUA, Transcoding/Media servers, Asterisk-based call control and routing servers
Not less than 8 years of experience in large network operations, maintenance, systems administration, design, planning, capacity management, DNS, and troubleshooting – supporting not less than 5,000 end-points
Not less than 5 years of experience with the following tasks; IP Telephony/VoIP product/service design, implementation, access control, capacity management, back-up management, redundancy/failover, platform troubleshooting, SBC operations, SIP/PSTN connectivity, and maintenance of all components of WebRTC and VoIP services delivery and availability
Full understanding of distributed applications and infrastructure, including web, database, middleware, APIs, and microservices
High level of proficiency with Linux, VMware (including; provisioning of virtualized servers), and general infrastructure/server configuration and administration
Familiarity with on one or more of the following; JAVA, Angular, NodeJS, LUA, and/or PHP
Familiarity with overseeing and migrating self-hosted applications and services to commercial cloud providers (AWS)

Help Desk – Tier 1 Support

To provide the principal operational interface between the customer and Vantage, coordinating as necessary with internal Vantage support personnel (such as provisioning engineers, premise support engineers, carrier services, and Partner support teams). The Customer Support Representative – Tier 1 (CSR) is responsible for fielding inbound customer requests for service, general support, or repair – generating, tracking, and completing customer requested work orders. This process includes taking customer calls (phone calls and email-originated tickets), analyzing the customer request, and determining how to address the customer request. In the event the request is beyond the experience and knowledge of the CSR, the CSR must assign the respective ticket to the appropriate Vantage resource. Upon work completion, the CSR is responsible for customer follow-up via telephone and/or e-mail to ensure customer acknowledgement and satisfaction with the work performed.

The Customer Service Representative – Tier 1 will also be responsible for personally performing the tasks necessary to resolve or complete ‘user-level’ customer issues, such as password resets, auto attendant changes, provisioning of additional users, user feature/functionality setting adjustments, and providing ‘how to’ answers. The CSR will also conduct new user provisioning for existing customers, and at times in provide on-site support of new customer implementations.

Key Responsibilities Include (but not limited to):

Provides direct customer interaction by telephone and e-mail, providing ongoing communication to the customer regarding status and actions of any work requested by the customer
Performs the requested tasks and/or coordinates the resolution of customer requests, issues, concerns and emergency situations, determining when to perform the requested tasks personally and when to escalate to other Vantage resources
Remain aware of current overall customer workload vs. available resources in order to estimate and communicate an accurate customer expectation regarding the completion of the requested task(s).
Assists with new customer implementation and provisioning as requested.
Inputs work orders into the Vantage View, our internal web-based customer ticketing & billing system
Documents all customer interaction and requested/performed work in the Vantage View ticketing system and assists with proper billing input
Communicates with Partner field service organizations regarding the status of all orders being worked by the outside support team(s)
Ensures that Vantage support resources and Partner service organizations are meeting response commitment levels and notifies Vantage management as necessary.
Determines and internally publicizes the urgency needed for customer satisfaction and timely completion of order
Keeps management informed of large, unusual or particularly urgent requests
Ensures customer satisfaction
Maintains a high-level of customer communication
Personally performs/resolves outstanding issues/requests
Promotes executive awareness as necessary

Qualifications, Skills and Abilities:

2 or more years of direct customer interaction experience
1-year experience in providing ‘level 1’ helpdesk support activities for phone users, including but not limited to; feature/functionality operation and voice mail
1-year experience in providing ‘level 1’ helpdesk support activities for desktop (PC and application) services
1-year experience with telecommunications systems (PBX with related peripherals or VoIP systems) management, provisioning, and/or administration
Working knowledge of VoIP/PBX/voice mail systems operations, feature functionality, feature operation, station implementation
Familiarity with ‘voice’ and/or ‘data’ network services; ISP, MPLS, DID, LAN/WAN equipment (router, switches, firewall)
Associates degree or relevant technical certification preferred
Strong organizational skills
Strong communication skills, both written and oral (particularly via telephone)
Innate attention to detail

Channel Account Manager

The Channel Sales Account Manager for the Communications department is responsible for creating channels of clientele, communicating, supporting, and managing client sales and relations, this position will work with sales, but is not limited to, the following responsibilities:

Responsibilities:

Meeting or exceeding Channel sales revenue, Channel sales profitability, new customer acquisition, and customer satisfaction goals
Sales Products include Vantage’s industry leading iSEEK platform for structured and unstructured search, business analytics and business intelligence applications sales in the big data arena
Prospect and generate leads for personal pipeline via cold calling, networking, following up on leads, etc.
Working closely with the President in identifying opportunities to secure new business from Channel customer base and optimize profit and increase revenues
Working closely with the President and marketing to design and implement new strategies to drive business growth in assigned sales markets
Developing and maintaining business relationships with key Channel partners
Prospecting and attending trade shows to acquire and work with partners and other lead sources to generate meetings, demos, proposals, contracts and sale
Provide sales input for annual strategic planning process, advertising, literature, and promotion materials
Analyze markets to obtain latest trends, customer needs, competitors’ position and depth of customer base
Other miscellaneous duties may be required

Qualifications:

Undergraduate degree is strongly preferred
5+ years of successful sales experience presenting telecommunications products and/or technology-oriented solutions to businesses
Must be a strong sales able to prospect and generate leads for personal pipeline via cold calling, networking, following up on leads, etc.
Have working knowledge and comfort using Microsoft Office and CRM applications
Exceptional communication & interpersonal skills, with proven telephone and customer-facing expertise
Ability to travel as necessary [with reliable transportation] to maximize business opportunities

Account Executive

The Account Executive for the Communications department is responsible for communicating, supporting, and managing client sales and relations, this position will work with sales, but is not limited to, the following responsibilities:

Responsibilities

Develop a customer base and account management plan for customers
Prospect and generate leads for personal pipeline via cold calling, networking, following up on leads, etc.
Meet or exceed targets for sales goals
Develop clean and effective written proposals/quotations for current and prospective clients
Drive and accelerate spend adoption within assigned accounts
Relay market needs and requirements back to Product Manager
Drive client satisfaction
Work closely with marketing, and product managers
Attend networking events; to generate leads

Qualifications

BA/BS degree required (Marketing, Communication Studies, Journalism, Public Relations, Computer Science, Information Technology, etc.)
0-2+ years inside sales experience, B2B industry preferred
Have working knowledge and comfort using Microsoft Office and CRM applications
Exceptional communication & interpersonal skills, with proven telephone and customer-facing expertise
Must be professional with an enthusiastic and energetic demeanor
Ability to travel as necessary [with reliable transportation] to maximize business opportunities