Supervisor of Voice Configurations

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled

Summary of Position:

We are currently seeking applicants for a leadership role within our configurations team with a focus on Voice Configurations for all voice related products and services (HPBX, SIP, ePOTS) as well as all porting funtions. This individual will be the spokesperson for the team, working across internal departments as well as with customers to ensure the team is meeting standards and producing deliverables. The right candidate will be capable of and required to drive the team forward with new initiatives, improve process functions, report on productivity, and foster growth and development of team employees.

Duties and Responsibilities:

• Distribute and manage workload across team members daily
• Provide escalation support for voice configurations both internally and to customers
• Manage vendor interactions, trainings, and documentation
• Provide clear and effective processes and business rules within overall team scope for VoIP product
• Provide various reporting analytics on productivity and team initiatives
• Enable and Foster growth and development for each teammate
• Create/provide documentation for training and process guides
• Conduct weekly meetings with employees
• Act as escalation point of contact from both customers and internal departments alike
• Ability to refine and improve personal and team technical capabilities in enterprise networking and unified voice application support to contribute to the company mission at a higher level of expertise.

Required Qualifications:

• 2+ years of VoIP or Porting experience
• Understanding of Networking, TCP/IP, Routing, Switching
• Experience in customer facing technical support roles
• Proficient in Microsoft Office Suite
• Strong organizational skills
• Ability to work independently and make judgement calls to resolve issues
• Ability to take direction and act upon it
• Proven ability to motivate and lead employees
• Strong analytical and problem-solving skills
• Strong verbal and written communication skills, ability to multitask
• Proven track record of accomplishments and goal achievements
• Collaborative, Can-Do attitude
• Willingness to obtain government security clearance

Preferred Qualifications:

• management experience
• 5+ years in a technical support related role, or equivalent experience
• Experience public speaking
• Bachelor's Degree in Computer Science, Network Design, Network Security or related field
• Experience with coding and automation platforms such as Python, Javascript or similar