Lead Voice Operations

Job Summary

The Lead Voice Operations role is a senior-level individual contributor responsible for coordinating and executing complex voice service operations, including Local Number Portability (LNP), Enhanced 911 (E911) record management, Directory Listings, and telecom number administration. This role serves as a subject matter expert and mentor within the Voice Operations team, ensuring seamless order fulfillment, regulatory compliance, and high-quality customer service across residential and commercial voice products. 

In addition to the responsibilities outlined, this position is responsible for leading and mentoring a managed service team that delivers various voice service operations. The Lead will ensure that service level agreements (SLAs) are consistently met, and that services are delivered accurately and in a timely manner by the team. This includes overseeing daily operations, providing guidance and support to team members, and maintaining high standards of performance and customer satisfaction. 

Responsibilities

• Coordinate end-to-end complex port requests for Lightpath enterprise customers. 
• Administer customer E911 records, Directory Listings (DL), and Directory Assistance (DA) information. 
• Perform Master Street Address Guide (MSAG) validation and ensure accurate service address submissions to PS/ALI E911 databases. 
• Troubleshoot and resolve activation and provisioning issues, escalating as needed. 
• Monitor order lifecycle exposure points to ensure accuracy and customer satisfaction. 
• Manage telephone number inventory, including ordering, forecasting, auditing, and reclaiming TN blocks. 
• Submit Numbering Resource Utilization and Forecast (NRUF) reports to NANPA. 
• Update Local Exchange Routing Guide (LERG) and coordinate switch translations with carriers. 
• Attend industry calls for code relief and overlays, and process snapbacks and disconnects via RND database. 
• Act as a customer advocate with internal and external teams to ensure successful service implementation. 
• Interface with carriers, PBX vendors, and customer IT teams for complex telecom projects. 
• Provide root cause analysis and feedback to analysts to improve systems and processes. 
• Respond to escalations from executive offices, legal, and regulatory agencies (e.g., FCC, PSC). 
• Mentor peers and provide training on systems, workflows, and best practices. 
• Collaborate with management to identify and implement process improvements. 
• Maintain GUI systems and support user administration (e.g., password resets, access provisioning). 

Qualifications

• Education: BS/BA in Telecommunications, Engineering, or related field; or equivalent experience. 
• Experience: Minimum 3 years in telecom operations, carrier relations, or voice provisioning. 
• Proficiency in systems such as Cabledata, IDA/DDP, Sigma, Trio, Zoom, Synchronoss, Neustar, NPAC/SOA, STI GUI, Verizon LSI, AT&T Toolbar, Kansys, PS/ALI. 
• Strong understanding of voice switching, networks, and porting guidelines. 
• Familiarity with ATIS telecom standards and North American Numbering Plan Administration (NANPA). 
• Excellent communication and interpersonal skills. 
• Strong analytical and decision-making abilities. 
• Ability to work independently and lead by example. 
• Project management skills and attention to detail. 
• Flexibility to work evenings, weekends, holidays, and overtime as needed. 
• Bilingual skills (Spanish or other) are a plus.