CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Associate Delivery Manager

Role Overview

We are seeking an innovative, detail-oriented, and technically competent Associate Delivery Manager to support the end-to-end coordination and delivery of VoIP and Network Services projects.

This role requires strong knowledge of VoIP systems, provisioning processes, circuit ordering, equipment deployment, and billing hand-offs. The Associate Delivery Manager serves as the primary coordinator across clients, vendors, internal engineering teams, and operations — ensuring seamless implementation, installation, and service activation.

The ideal candidate brings strong organizational skills, independent decision-making ability, and hands-on technical understanding of voice and network service delivery.

Key Responsibilities

Project & Delivery Coordination

• Own overall project coordination from order intake through installation and billing activation.
• Track milestones, manage timelines, and ensure on-time service delivery.
• Coordinate vendor meetings for project kick-offs and take-offs.
• Attend weekly customer calls and provide implementation updates.
• Coordinate WebEx/MS Teams spaces needed for installs when required.
• Trigger billing upon successful installation completion.

VoIP & Network Service Implementation

• Demonstrate technical competence in VoIP services and network solutions.
• Manage porting of client existing phone numbers.
• Build and configure phones in BroadSoft / Control Hub.
• Coordinate installation scheduling with field technicians.
• Order and track circuits (DIA / Bandwidth Aggregation).
• Order hardware, licenses, and required service components.
• Ship equipment to customer sites and validate receipt.
• Coordinate contract and installation activities.

Process & Operational Management

• Manage REQ/PO requests.
• Understand and manage systems, procedures, and workflows related to:
• • Design
  • Provisioning
  • Pricing
  • Order entry
  • Billing hand-off and reporting
• Enhance order management and escalation procedures.
• Maintain RAID logs and ensure proper documentation.
• Develop and maintain product and service expertise.

Customer Support & Engagement

• Act as first-level customer support during implementations.
• Provide both pre-sales and post-sales implementation support.
• Escalate issues appropriately while ensuring timely resolution.
• Maintain clear communication between clients and internal teams.

Key Performance Indicators (KPIs)

• On-time project delivery and service activation
• Accuracy of order processing and documentation
• Successful number porting and circuit installations
• Customer satisfaction during implementation
• Billing accuracy and timely hand-offs

Required Skills & Expertise

Technical Skills

• Strong knowledge of VoIP systems and services
• Experience with BroadSoft / Control Hub
• Network circuits (DIA, bandwidth aggregation)
• Order provisioning and billing systems
• Jira / ServiceNow / ITSM tools
• MS Office (Advanced)
• Smartsheet
• Agile / Delivery tracking tools (preferred)

Functional Competencies

• Project coordination and scheduling
• Vendor management
• Stakeholder communication
• Risk & issue management
• Process improvement

Behavioral Competencies

• Strong attention to detail
• Independent decision-making
• Organized and proactive mindset
• Strong communication and follow-through
• Customer-focused approach

Qualifications & Experience

• Bachelor’s degree in IT, Telecommunications, Engineering, or Business (preferred)
• 8–12+ years of experience in VoIP delivery, telecom project coordination, or network service implementation
• Experience in service provider, MSP, or telecom environments preferred
• Hands-on experience managing full lifecycle VoIP implementations

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Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.