Careers at AVOXI

Join our winning global team!

AVOXI is always looking for qualified candidates for our sales and support team. If you’re interested in any of the positions displayed below, please email careers@avoxi.com.

Other open positions are listed on our company LinkedIn page.
AVOXI LinkedIn

Watch the AVOXI Careers video to learn more about what it’s like to grow with AVOXI!

 

Open Positions – Atlanta, GA

Senior Director of Customer Experience

Job Description

Reporting to the CEO
Location: Atlanta, – Windy Hill

Position Summary:

AVOXI is seeking a senior executive for customer experience. As a software as a service company, the experience we provide to customers from contract signature to installation to ongoing upgrades and maintenance is the most critical element of the company. We are looking for a hands on executive who can build a scalable operational infrastructure for our clients while also providing day to day coaching and leadership to the operational team members. This position has a global scope with teams in South Africa, Costa Rica, Jamaica and the US. Minimal travel is required (15%) as the majority of what we do at AVOXI is provide excellent remote support to customers.

The position will be responsible for the following functions:
-Customer on boarding and installation
-Retention and Save Desk
-Customer Service – Tier 1
-Customer Support – Tier 1 and 2
-Overall customer experience measurement and metrics including implementing a customer input system such as net promoter score

The customer team operates 5×20 with staffing in local times zones in South Africa, Costa Rica and the US with a rotating on-call team for weekend and late night US/early AM APAC Coverage for break/fix issues. The current organization has 30 FTEs including 4 supervisors, supporting 2500 global clients from small companies billing $50 per month to large enterprises billing $30k+ per month in services.

Overall Work Experience: The ideal candidate will have both direct and managerial operational experience in a technology service company. The candidate will need to improve process, structure and metrics while also managing day to day operations of a global team. 10 years or more experience in an operational role is desired. Global experience is also a plus, along with expertise in Salesforce.com, process mapping and change management.

 

Summary Skills for this Position:
– Strong people management and communication skills
– Excellent at recruiting and on boarding of employees
– Ability to span between entry level employees, senior technical employees and executive leadership
– Exceptional care for customers and overall customer service philosophy – we want someone who is maniacally focused on driving an exceptional customer experience at every stage and touch point with our company
– Execution focused executive who knows when to throw people at a problem and then knows how to automate process to continue to scale the business without adding new headcount with every new dollar of revenue
– Process development experience crucial, six sigma experience a plus
– Proven success in various types of organizations, in transitioning and turn around environments
– Ability to determine an operational roadmap and then work diligently (with support of the global team) to implement and optimize the roadmap every day
– Experience in managing remote teams and employees including managing work from home employees and programs, along with global employees in various time zones.
– Development of reporting, scorecards and metrics to understand root cause, process efficiency and to improve resource use, automation and end to end experience
– Management of metrics but more importantly manage to the experience of the customer within the budget parameters and product parameters
– Understanding of VoIP technology, call center software and international telecommunications is a plus

Metrics and Goals for this Position:

  • Overall customer satisfaction via a survey method such as net promoter score
  • Installation and onboarding satisfaction
  • Support and service satisfaction
  • Retention and save metrics, including customer churn rate
  • Up sell and save metrics, including customer repeat buying rate
  • Quality and speed of installation, service and support case management
  • Team work hours and budget including overtime budget and headcount budget management
  • Key operational metrics including talk time, average speed to answer, cases worked per employee, time of cases worked,
  • installation intervals, escalation intervals, % of cases escalated, and case resolution metrics
  • This position will also take part in overall company annual goals which include top line revenue growth, %gross margin/gross profit targets and % net profit targets.

Perk- Serious Ones

– Competitive Salary
-Competitive Benefits – Individuals pay approximately $100/month for medical, AVOXI covers the rest ( Medical, Dental, Vision)
-Paid Time Off
-Cash Matching 401k plan
-Bonus Opportunity based on metrics and service quality (We win, YOU win!)
-Professional work environment

Perks- Fun Ones!

– Flexible work from home policy based on MBO achievement and progress
– Flexible in-office work hours (we work with global clients so can work various shifts to meet the needs of our employees and clients, and to try avoid ATL traffic where possible)
– Coffee and snacks in the office
– MAC book Pro Computers
– Stand-up desks and Herman Miller Chairs
– Regular quarterly team building events
– Quarterly Meals- Holiday meals, breakfasts, celebration lunches, etc
– TONS of opportunities for development and growth in a fast paced global company.

Voice over IP Technical Supervisor

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently Seeking a Voice over IP (VoIP)/Virtual PBX  Supervisor. This position is critical to the AVOXI Core Technical Team and is significant to the continued success of our Technical Support Team. This position will cover key areas of development and support of our clients on our Cloud based PBX system, AVOXI Core.

Core Areas of Responsibilities

    • Manage staff based in 4 different offices/time zones
    • Manage direct reports within the AVOXI Core Technical Team, both Tier 1 and Tier 2 Support personal.
    • Handle Client Escalations
    • Manage case/ticket load
    • Work with clients/tickets during peak periods

Requirements

  • Strong Leadership
  • Excellent communication skills
  • Customer Focus
  • Performance Management
  • Excellent understanding of SIP
  • Understanding of Packet capturing and analysis tools such as Wireshark, Hommer, VoIP Monitor etc.

 

Perk- Serious Ones
– Competitive Salary
-Competitive Benefits – Individuals pay approximately $100/month for medical, AVOXI covers the rest ( Medical, Dental, Vision)
-Paid Time Off
-Cash Matching 401k plan
-Bonus Opportunity (We win, YOU win!)
Professional work environment
Perks- Fun Ones!
– Flexible work from home policy based on MBO achievement and progress
– Flexible in-office work hours (we work with global clients so can work various shifts to meet the needs of our employees and clients, and to try avoid ATL traffic where possible)
– Coffee and snacks in the office
– MAC book Pro Computers
– Stand-up desks and Herman Miller Chairs
– Regular quarterly team building events
– Quarterly Meals- Holiday meals, breakfasts, celebration lunches, etc
– TONS of opportunities for development and growth in a fast paced global company.

Customer Service Representative

Job Description

AVOXI is seeking a fun, hard working Customer Service Representative to join our team! Customer Service Representatives are the forward face of AVOXI and are responsible for taking customer support calls and responding to emails, creating and updating trouble tickets.

You’ll love this role if you get your kicks by helping others. We’re looking for someone who loves solving problems and creating long-term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.

We are looking for someone to work our second and third shifts. Second shift is from 3PM-11PM and third shift is from 11PM-7:30AM.

Responsibilities:

  • Creating and updating customer cases
  • Troubleshoot basic issues
  • Password assignment and recovery
  • Respond to customer requests via email, chat and telephone
  • Escalate issues within department accordingly
  • Answer simple billing inquiries or escalate more advanced queries

Preferred:
-Problem Solving Skill
-Basic network and connectivity troubleshooting
-Understanding of telephony terms and principles as they relate to the PSTN internet telephony
-Understanding of SIP phone configuration processes
-Ability to plan and carry out responsibilities with minimal direction
-Excellent verbal and written communications skills

Perks

Telework
Casual attire (every day)
Free coffee and snacks (yum!)
On-site nap room
Standing desks
Team outings
Electric vehicle charging station
Competitive benefits (medical, dental, vision)
Bonuses (We win, YOU win!)

COVER LETTER IS REQUIRED (Your application will not be reviewed, without a cover letter)

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

Bilingual (English/Spanish) Sales Development Representative

Job description

The Bilingual SDR position here at AVOXI is the first contact for all prospective clients! The SDR is responsible for qualifying leads generated and passing them on within the sales team. This position is a stepping-stone for business professionals looking to break into a fast paced, incentive driven career in technology sales.

We are seeking high-energy, driven professionals with sound business expertise, strong technical skills and natural sales instincts to join our sales team! Here at AVOXI you will gain experience interacting with clients worldwide. Ideal candidates should be eager to advance through a clearly outlined learning path to becoming a rock star sales executive! If you are talented, confident, and driven, we want you to join our team.

Primary Duties & Responsibilities:

  • Manage time effectively and be self-accountable
  • Adhere to a defined lead generation process within Salesforce.com
  • Qualify and manage lead transition and update account information using Salesforce.com
  • Respond to and qualify incoming web, email and phone inquiries regarding AVOXI products
  • Acknowledge feedback to continue to improve and develop

Desired Skills and Experience Required:

  • Strong organizational, communication, and interpersonal skills
  • Strong working knowledge of Salesforce.com
  • Strong desire to be in technology sales
  • Self-motivated, driven and detail oriented
  • Ability to working in a fast paced, changing environment
  • Ability to work independently, under direct supervision or in a team environment
  • Communicates effectively, both orally and in writing, with diverse audiences in diverse situations
  • Basic computer skills; email, chat software, word processing and spreadsheets
  • Long term interest in sales
  • Ability to develop and tailor email correspondence
  • Bilingual is a plus

What AVOXI provides you:

  • Solid base salary + commission + bonus potential, 2 weeks vacation, Medical/Dental, etc.
  • Casual dress every day
  • Fun, collaborative work environment
  • Flexible work schedule

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Open Positions – Charleston, SC

Software Developer

Job Description

Is designing, developing, and delivering high quality, elegant software in your DNA? AVOXI is looking for talented software developers to join our team in Charleston, SC . The ideal candidate has experience in customer facing portals in an IP/telephony/service provider company. You will be a key player in taking AVOXI’s customer experience and satisfaction to the next level by solving complex problems and developing advanced software.

Must have experience with the following programming languages/frameworks: Node.js, and React (Experience with Asterisk, MVC Framework or Sails.js are a plus )

Responsibilities:
– Integration of the front-end and back-end aspects of the web application
– Building/Implementing reusable code and libraries for future use
– Develop tools and techniques to understand and evolve AVOXI’s advanced telephony components
– Full development life cycle involvement including requirements review, design, coding, implementation, testing optimization, and maintenance support for AVOXI’s customer facing web portals and API
– Integration of AVOXI-developed and 3rd party software

Desired Skills and Experience:
– Ability to work under pressure and maintain excellent coding standards
– Ability to work independently or on a team
– BS in Computer Science, Computer Engineering or Equivalent
– 3+ years experience in Software development
– Significant server-side development experience with a focus on JavaScript development
– Excellent verbal, written and interpersonal skills
– High level of self-motivation, willingness to make a difference

What AVOXI has to offer you?
– Competitive Salary, Bonus Opportunity and Benefits (Medical,dental, 401k)
– Casual dress every day
– Fun, collaborative work environment
– Flexible work schedule
– Career development opportunities

 

NOTE: This Job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Open Positions – San Jose, Costa Rica

Voice over IP Techincal Supervisor

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently Seeking a Voice over IP (VoIP)/Virtual PBX  Supervisor. This position is critical to the AVOXI Core Technical Team and is significant to the continued success of our Technical Support Team. This position will cover key areas of development and support of our clients on our Cloud based PBX system, AVOXI Core.

Core Areas of Responsibilities

    • Manage staff based in 4 different offices/time zones
    • Manage direct reports within the AVOXI Core Technical Team, both Tier 1 and Tier 2 Support personnel.
    • Handle Client Escalations
    • Manage case/ticket load
    • Work with clients/tickets during peak periods

Requirements

  • Strong Leadership
  • Excellent communication skills
  • Customer Focus
  • Performance Management
  • Excellent understanding of SIP
  • Understanding of Packet capturing and analysis tools such as Wireshark, Hammer, VoIP Monitor etc.

Perk

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MAC Book Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Technical Support - Tier I

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently looking for a Technical Support – Tier I Technician to join our team and help us to continue our never ending mission to provide our customers with the industry’s best customer service and technical support.

Responsibilities:

  • Technical support and troubleshooting
  • Inter-department escalations
  • Perform LCR rerouting
  • Respond and resolve tickets in a timely manner
  • Participate in the on-call rotation
  • Documentation, documentation, documentation

Desired Skills and Experience:

  • Experience with the Asterisk PBX
  • Hands on experience with VoIP Technology
  • IP PBX
  • Packet capturing and analysis tools Wireshark, Hammer, etc.
  • Firm understanding of telephony principles and underlying protocols (i.e SIP, RTP, UDP)
  • Ability to plan and carry out responsibilities with minimal direction
  • Experience using trouble ticketing systems

Extra Points:

  • Experience with QueueMetrics
  • Working knowledge of call center technologies

What AVOXI Provides YOU!

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MAC Book Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Technical Support - Tier II

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently looking for a Technical Support – Tier II Technician to join our team and help us to continue our never ending mission to provide our customers with the industry’s best customer service and technical support.

Responsibilities:
– Technical support and troubleshooting
– Inter-department escalations
– Perform LCR rerouting
– Respond and resolve tickets in a timely manner
– Participate in the on-call rotation
– Documentation, documentation, documentation

Desired Skills and Experience:

  • Hands on experience with the Asterisk PBX
  • Hands on experience with VoIP Technology (required)
  • CentOS
  • IP PBX
  • Linux command line, system administration and bash scripting
  • Packet capturing and analysis tools Wireshark, Hammer, etc.
  • Firm understanding of telephony principles and underlying protocols (i.e SIP, SDP, RTP, RTCP)
  • Advanced network and connectivity troubleshooting
  • Ability to plan and carry out responsibilities with minimal direction
  • Experience using trouble ticketing systems

Extra Points:
– Experience with QueueMetrics
– dCAA or dCAP certifications
– Working knowledge of call center technologies

What AVOXI Provides You:
Competitive Salary
Competitive Benefits (Medical, Dental, Vision)
Paid Time Off
Cash matching 401k plan
Bonus Opportunity based on metrics and service quality (We win, YOU win!)
Professional work environment
MAC Book Pro Computers

 

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Smart Queue Service Delivery Coordinator

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently looking for a Smart Queue Service Delivery Coordinator  to join our team and help us to continue our never ending mission to provide our customers with the industry’s’ best Customer Onboarding experience

Responsibilities

  • Be the link between our Customers and our Smart Queue Implementation Technical Staff
  • Ensure the smooth installation of our Customers Solutions
  • Provide presales support
  • Provide Technical Account Management to our Existing client bases
  • Confirm requirements with the client at the beginning of the installation progress
  • Ensure timely delivery of services based on installation guidelines and customer expectations
  • Coordinating the testing of installs with the customers and installation engineers
  • Provide QA for Installations
  • Manage Customer Satisfaction on Installations
  • Create and Deliver Client Facing Training
  • Assist with Client Demo’s with the Sales Team as Needed
  • Report to Management on a daily/weekly/monthly basis on Progress of New installs as well as existing clients

 

Requirements  

  • Call Center Supervisor background, previous call center experience
  • Should possess good customer care skills with a strong customer focus orientation.
  • The ability to handle stressful situations, multitask, set priorities, and good workload management skills.
  • Individual must have exceptional verbal and written communication skills with the ability to interact and effectively communicate with all levels of management.
  • Ability to learn quickly and continually optimize on the job

 

What AVOXI Provides You!

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MACBook Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Carrier Network Support

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently Seeking a Carrier Network Support person. This position is critical to the Technical Support Team and is significant to the continued success of our Technical Support Team. This individual will handle all communication between our wide range of carriers and our Customer Support Team. Additionally you will need to work closely with our carrier relations team.

Core Areas of Responsibilities

    • Be the link between our Customer Support Team and our Voice Vendors
    • Handle and manage all open tickets with our Vendors
    • Coordinate the delivery of SIP interconnects between AVOXI and vendors
    • Ensure optimal Least Cost Routing
    • During certain periods provide customer facing support

Requirements

    • A strong background and understanding of Telecommunication
    • A very good understanding of SIP
    • Individual must have exceptional verbal and written communication skills with the ability to interact and effectively communicate with people located globally.

What AVOXI Provides YOU:

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MAC Book Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

 

Open Positions – Johannesburg, South Africa

South African Technical Supervisor

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently Seeking a South African Technical Supervisor. This position is critical to the South African technical Support team and is significant to the continued success of our Technical Support Team globally. This position will cover key areas of development and support of our clients on our Cloud based PBX system, AVOXI Core and our Call Center Cloud PBX offering, Smart Queue.

Core Areas of Responsibilities

    • Manage staff based in our 2 different  offices, Johannesburg and Cape Town.
    • Manage direct reports within the AVOXI Core Technical Team, both Tier 1 and Tier 2 Support personnel.
    • Manage direct reports within the Smart Queue Technical Team, both Tier 1 and Tier 2 Support personnel.
    • Handle Client Escalations
    • Manage case/ticket load
    • Work with clients/tickets during peak periods.
    • Travel to our Cape Town office is required. A minimum of 1 week per month you will be required to be in Cape Town.
    • Travel to Customer sites country wide.

Requirements

  • Strong Leadership
  • Excellent communication skills
  • Customer Focus
  • Performance Management
  • Excellent understanding of SIP
  • Understanding of Packet capturing and analysis tools such as Wireshark, Hammer, VoIP Monitor etc.

What AVOXI Provides You:

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MACBook Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

Carrier Network Support

Job Description

Quality, reliability, and the relationships we have with our customers are what we believe are the keys to our success at AVOXI!

We are currently Seeking a Carrier Network Support person. This position is critical to the Technical Support Team and is significant to the continued success of our Technical Support Team. This individual will handle all communication between our wide range of carriers and our Customer Support Team. Additionally you will need to work closely with our carrier relations team.

Core Areas of Responsibilities

    • Be the link between our Customer Support Team and our Voice Vendors
    • Handle and manage all open tickets with our Vendors
    • Coordinate the delivery of SIP interconnects between AVOXI and vendors
    • Ensure optimal Least Cost Routing
    • During certain periods provide customer facing support

Requirements

    • A strong background and understanding of Telecommunication
    • A very good understanding of SIP
    • Individual must have exceptional verbal and written communication skills with the ability to interact and effectively communicate with people located globally.

What AVOXI Provides YOU:

  • Competitive Salary
  • Paid Time Off
  • Bonus Opportunity (We win, YOU win!)
  • Professional work environment
  • MAC Book Pro Computers

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Employee is able to perform the essential functions of the job with or without reasonable accommodation.

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