Voice Configuration Representative

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:

The Voice Configuration Representative is responsible for assisting in the configuration and provisioning of VoIP services for business customers. This role focuses on processing standard order types, performing basic configuration changes on EpiK devices, and supporting the deployment of Hosted PBX, SIP Trunking, ePRI, and ePOTS solutions. Working under the guidance of senior team members, the Level 1 Representative collaborates with internal teams to verify network readiness, follow established procedures, and escalate complex issues when needed. Success in this position requires attention to detail, a willingness to learn, and a dedication to providing accurate, timely service to ensure customer satisfaction.

Responsibilities:

• Configure and provision advanced VoIP solutions, including Hosted PBX, SIP Trunking, ePRI, and ePOTS.
• Perform configuration changes and updates to EpiK devices as part of service provisioning and maintenance.
• Handle all order types and ensure accurate, timely configurations in Metaswitch and related systems.
• Collaborate with internal teams to coordinate router configurations, porting activities, and network readiness.
• Manage and execute large-scale customer deployments while meeting strict deadlines.
• Maintain detailed documentation of configuration processes, customer requirements, and resolution steps.
• Monitor and validate service performance post-deployment, ensuring customer satisfaction.

Required Qualifications:

• Technical background or desire to grow in technical field
• Strong organizational skills
• Knowledge of SIP protocols, VoIP architecture, and telephony systems.
• Hands-on experience with Metaswitch and related provisioning systems.
• Proficiency in troubleshooting VoIP call flow, QoS, and routing issues.
• Excellent organizational, communication, and project coordination skills.
• Ability to work independently on complex technical tasks with minimal supervision.
• Ability to take direction and act upon it
• Demonstrate critical thinking and analytical problem-solving skills
• Collaborative, can-do attitude
• Willingness to obtain government security clearance

Preferred Qualifications:

• Understanding of Networking, TCP/IP, Routing, Switching
• Experience in customer facing technical support roles
• Ability to refine and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise.
• 1-2 years in a technical support related role, or equivalent experience
• Understanding of Networking, TCP/IP, Routing, Switching, SD-WAN
• Prior public trust P2 security clearance
• 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