Lead Voice Operations

LightPath • Bethpage, NY, United States • $125k - $135k / year • 3d ago

Lead Voice Operations

Job ID: 554165586
Location:

1111 Stewart Avenue, Bethpage, NY 11714

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. Weown and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings. With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath's continued focus on network excellence and a "customer first" service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

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.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

This position is identified as being performed in/or reporting to company operations in New York State. The pay range at the time of posting in the specified locations is $125,000- $135,000/year. Pay ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience.