Broadvoice

IT Support

• Provide technical customer support via phone, chat, and email
• Research, diagnose, and resolve issues involving SIP signaling, RTP, call logs, VoIP, and SIP trunking
• Troubleshoot call failures using logs and diagnostic tools
• Identify root causes of call quality and connectivity issues
• Document and track issues in the internal ticketing system
• Escalate bugs and defects and document feature requests
• Create and maintain knowledge base documentation
• Support peer enablement with up-to-date technical information
• Share real-time insights through team chat and internal collaboration channels
• Develop technical knowledge through training, manuals, industry publications, and hands-on experience
• Take on additional duties and special projects as assigned

Technical Support Specialist

Program Manager

• Establish the PMO function and define lightweight processes and governance for an agile SaaS delivery model
• Partner with product, engineering, and business leaders to plan, track, and report on initiatives across UCaaS and CCaaS product lines
• Develop and maintain dashboards, status reports, and program metrics for leadership visibility
• Facilitate cross-team alignment and identify and resolve delivery risks and dependencies
• Support quarterly and monthly planning cadences and align priorities and resourcing
• Drive consistency in program execution without unnecessary bureaucracy
• Serve as the single point of contact for program and portfolio reporting
• Scale the PMO function over time as needed

Technical Support Specialist

Senior Program Manager, PMO