Senior Technical Consultant – Professional Services

Job Summary

We are seeking an experienced Senior Technical Consultant with strong expertise in VoIP, load testing, network monitoring, and professional services delivery to join our team. In this customer-facing role, you will lead technical implementations, drive professional services projects, and ensure exceptional customer satisfaction for complex communication and monitoring solutions.

You will act as both a technical leader and a project owner — guiding customers through discovery, solution design, implementation, testing, and ongoing support in demanding telecom and enterprise environments.

Key Responsibilities

● Lead professional services delivery for a portfolio of customer projects, driving revenue while maintaining high standards of quality and timeliness.

● Serve as the primary technical consultant and escalation point for complex customer engagements involving VoIP load testing, active monitoring, software integration, and remote management solutions.

● Conduct in-depth discovery sessions to fully understand customer environments, identify risks, performance limitations, and potential issues across SIP trunks, network infrastructure, servers, databases, and licensing.

● Design and implement customized testing and monitoring strategies tailored to each customer’s unique architecture and requirements.

● Perform VoIP load testing and active monitoring using automated call generation tools to validate system capacity, identify bottlenecks, and ensure reliability under real-world conditions.

● Collaborate closely with customer cross-functional teams (telecom, database, server, and operations) to troubleshoot and resolve failed tests, monitoring issues, and integration challenges.

● Manage full-cycle implementations including software deployments, solution integrations, voice alerting, and reporting systems — often within aggressive timelines.

● Develop and maintain comprehensive project documentation, including pre- and post-implementation plans, procedures, as-built diagrams, and training materials.

● Deliver remote and on-site training to customer teams to ensure successful knowledge transfer and adoption.

● Partner with internal departments (Sales, Engineering, Support) to align on customer needs and deliver a consistent, unified customer experience.

● Continuously improve internal project and technical processes to enhance delivery efficiency and customer satisfaction.

● Maintain exceptional customer satisfaction

Required Qualifications & Experience

● Proven experience as a Senior Technical Consultant, Professional Services Consultant, or Technical Account Manager in the telecom, network monitoring, or VoIP solutions space.

● Strong hands-on expertise with VoIP load testing, SIP trunking, active monitoring, and automated call generation tools.

● Solid understanding of enterprise communication environments, including network infrastructure, servers, databases, bandwidth constraints, and licensing models.

● Experience implementing remote monitoring & management (RMM) solutions and integrating with external ticketing systems.

● Demonstrated ability to lead complex projects end-to-end with minimal supervision (self-starter mindset).

● Excellent interpersonal and collaboration skills, with the ability to work effectively with both technical customer teams and internal stakeholders.

● Strong documentation and training skills — able to produce clear technical plans, as-built documentation, and deliver effective knowledge transfer sessions.

● Track record of consistently high customer satisfaction in professional services or consulting roles.

Preferred Skills

● Prior experience with Hammer/Infovista solutions (or similar testing & monitoring platforms)

● Background in Professional Services leadership or team mentoring

● Familiarity with SLA-driven environments and voice alerting/reporting systems

● Project management experience in technical consulting