Job Description

About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.The Role Consumer Service Delivery Complex/911 Translations provisioning of NPA/NXX updates, establishing/augment/disconnect network and customer trunk groups. Also includes major projects such as NPA overlays, rate center consolidations, switch grooming, collapses and 911 NextGen.Location and Schedule This is a full time Remote - Work from home position. Schedule is typically between 7 am and 6pm. May include varying shifts and hours including possible mandatory overtime.Must live and work from within one of the followin states: AZ, CO, ID, IA, MN, NE, NM, ND, OR, SD, UT, WA, WY.The Main Responsibilities Analyze and interpret data, order activity, test results, printouts or other output information relating to Complex Translations work in a 5ESS, DMS100, DMS10 and Ericsson switches.Process trouble reports, which may include analyzing and routing trouble reports or creating electronic work documents that drive work. Analyze trouble tickets and determine the procedures for correcting conditions, forwarding them to another group as appropriate. Complete trouble tickets with all relevant information on trouble conditions. Issue tickets for dispatch as necessary.Performs 911 condition 2, condition 3, and condition4 (911) reroutes during the day.Perform data operations and record keeping in connection with Complex Translations and other reporting systems including entry, cleaning, maintaining and backing up of databases or logs.Query and maintain records on routing, screening, billing and trunking information. Administer trunk groups, and complete documentation. Finish trunk service orders and post any changes on original assignment. Coordinate and complete call through testing for trouble resolution and new service installation which includes, but is not limited to: researching documentation, mapping translations, testing translations, building test scripts, removing old translations. Share information and/or coordinate work activities (e.g., restore customer service) with co-workers, other internal or external individuals, groups or entities (e.g., RCMAC, Service Assurance).Communicate with other offices to refer to or report trouble conditions or to report completions.Interface with competitive local exchange carriers to test and turn-up new service.Respond to calls and resolve discrepancies in assignments (e.g., between switches).Construct trunk groups, charging tables, NPAs, and NXXs. Build software interpretations for custom line and trunk features. Build carrier common blocks, associated routing, route indices, new line class codes and assorted screening.Prepare after hour cuts using NSP or Connect-VU and work translation orders.Test, identify, locate, and clear trouble. Analyze feature troubles and determine the source (e.g., dialing troubles).Place test calls using various CIC (Carrier Interconnect) Codes to verify correct routing for long distance carrier.Field trouble calls from various work groups. Verify call routing based upon the information received from a trouble ticket. Use ACCESS7 to trap calls and diagnose protocol to isolate/correct trouble on customer repair tickets as well as network outages.Enable secured features in switches. Implement new software products (e.g., Caller ID, new class features, SS7 upgrades, basic and primary rate ISDN). Perform simple and complex transactions on 5ESS, DMS100, DMS10, Ericsson switching systems, manipulating stored memory of 5ESS, DMS100, DMS10, Ericsson data.Detect and track changes in potential network trouble and/or alarm conditions.Interpret technical documents which may include vendor and job specific manuals, circuit descriptions, schematic drawings and other technical materials. Utilize output from digital switches.Organizational skills. Creation or maintenance of basic Excel spreadsheets. Effective written and verbal communication skills for interaction with marketing personnel, 911 testers, designers, other Lumen Centers, and project teams.Conference Calls with 911 Design, 911 Testers, SDCs, CSMs, 911 Sales/Service Managers, and Tech Support.Strong analytical skills, creative problem solving and attention to detail.Prepare and maintain timesheets and/or work logs. Considering criticality and due dates, identify, prioritize and organize work to be performed.Provide informal mentoring, coaching and/or training to peers.What We Look For in a Candidate Must be able to perform switch translations as described in responsibilities in an Alcatel-Lucent 5ESS, DMS100, DMS10 and/or AXE.Be able to update records in WFA-C, WMS, WCM, and Dispatch Portal. Preferred Qualifications:PSAP Profile, Excel Spreadsheets, PDF files, PowerPoints, ASRs, WFA, TIRKS, RG29 Forms, RG29 Website, NMA, ConnectVu, NSP, Access7, Bluezone, RTAU, WMS, Dispatch Portal, DMS100 911 Tables DMS100, DMS100 Service Order commands, DMS100 SMU builds, DMS100 SLU options, 5ESS 911 Views, and 911 CT Forms. The 911 Translations team performs EM trunk group studies via NetPerfMon tool. SecureCRT to implement OSP migrations in DMS10 small systems. AXE small systems.911 PSAP Profiles, 911 Reroute Tool, 911 Whiteboard, Complex 911 SharePoint site.TEAMS, LRM Sharesite, and Tech Support Sharesite for 911 migration information and project tracking.Understanding 911 Network architecture and how 911 voice and data functions together in NextGen 911 networks.Compensation Pay RangesMinimum hourly rate: ($15.50)Maximum hourly rate: ($42.77)Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.Learn more about Lumen's:BenefitsSupplemental Pay (see Complex Translation Technician.)#LI-CS2Requisition #: 338639 Background ScreeningIf you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues. Equal Employment OpportunitiesWe are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. DisclaimerThe job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name. Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline07/15/2025

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