Senior Technical Consultant – Professional Services

About the Position

Senior Technical Consultant – Professional Services

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.

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.

Requirements

• 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.

Nice to Have

• 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

About the Company

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