Role Summary
The Porting Specialist owns number porting, provisioning, and carrier coordination for a high-volume VoIP order pipeline, operating with minimal oversight. This role is for an telecommunications professional who carries fluency in porting mechanics, carrier relationships, and regulatory documentation. You will work directly with carriers, vendors, and internal stakeholders to drive projects to completion, exercising independent judgment on complexity, escalation, and prioritization.
This role is central to implementation operations across a fast-paced telecommunications environment, and is expected to bring established best practices and process improvements from prior carrier or porting-vendor experience.
Key Responsibilities
Voice Project & Port Order Ownership
• Own the end-to-end lifecycle of assigned voice implementation projects and port orders — initiation, carrier coordination, execution, and completion — including complex and high-visibility scenarios.
• Serve as the primary point of contact for carrier and vendor coordination on assigned ports, with full authority to manage escalations directly.
• Lead resolution of issues impacting FOC (Firm Order Commitment) dates and implementation timelines.
• Actively contribute in Voice Order Review, Porting, and project review meetings, including flagging systemic risks and process gaps.
Porting, Provisioning & Number Management
• Acquire and provision DIDs and toll-free numbers according to project requirements, with minimal need for review.
• Manage porting activities end-to-end, including coordination, provisioning, testing, and completion.
• Maintain provisioning documentation and implementation records to a standard requiring no rework.
• Configure voice services, phone numbers, and customer routing within internal systems and carrier platforms.
Documentation, Compliance & System Management
• Coordinate directly with Order Managers, Project Managers, and internal teams to secure required documentation (LOAs, CSRs, E911 forms, RespOrg LOAs, LSP invoices).
• Review porting documentation for accuracy, completeness, and regulatory compliance, catching issues before they reach FOC.
• Maintain organized, audit-ready records within RPM, ticketing systems, and carrier portals.
• Manage port-out activities including CSR creation, DID status updates, E911 removals, RespOrg changes, and customer confirmations.
Communication & Customer Service
• Communicate directly and confidently with customers, carriers, and vendors on project status, timelines, and issue resolution.
• Set and manage customer expectations independently throughout implementation and porting activities.
• Represent the team professionally in cross-functional and customer-facing conversations.
Troubleshooting & Issue Resolution
• Diagnose and resolve porting-related issues — delays, rejections, routing concerns, technical challenges — without requiring step-by-step guidance.
• Proactively identify risk before it becomes service-impacting, and escalate only where genuinely necessary.
• Take ownership of assigned responsibilities through to project completion.
Productivity & Workflow Management
• Prioritize a multi-project workload independently to meet deadlines and operational demands.
• Manage a high volume of concurrent implementation tasks, tickets, and customer requests without loss of accuracy.
• Identify and drive workflow or process improvements based on prior experience in similar environments.
Performance Expectations
Success in this role is measured by:
• Accuracy and completeness of port submissions and provisioning work, with minimal need for review.
• Timeliness and clarity of project communication, from routine updates to escalations.
• Full ownership of assigned responsibilities with minimal oversight.
• Sound, independent judgment on prioritization and escalation.
• Ability to manage a high-volume, multi-project caseload while maintaining customer satisfaction.
• Contribution of process or efficiency improvements drawn from prior experience.
Ideal Background
• Prior experience in number porting, provisioning, or carrier operations — carrier-side, porting-vendor, or equivalent VoIP experience preferred.
• Comfort operating with a high degree of autonomy from day one.
• Working knowledge of LOAs, CSRs, E911, RespOrg, and related regulatory documentation.
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