Lumen is the trusted network for AI. We're transforming how businesses connect, secure, and scale in an AI-driven world.

By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what's next.

At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We're looking for top-tier talent ready to take on the challenge. Join us in building the future.

The Role

Repair, test and turn up Circuits from DS0 through Optical

Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service. May perform test calls or call traces. Ensure coordinated tests are completed when required and activate end-to-end service. Coordinate activities with vendors, outside technicians, testers, and translation groups. Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service. Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment. Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored. Communicate and negotiate release for all network rearrangement activities with the customer. Proactively act as customer advocate through direct communications in all aspects of the customer's communication needs, particularly network reliability and application needs. Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits. Monitor alarms for PSAP circuits. Remotely maintain CPE for PSAPs: equipment and answering systems. Provide support to field CPE technicians working on PSAP equipment and circuits.

Location and Schedule

This role is based in St. Paul, Minnesota and follows a hybrid work model, combining in-office presence with remote work flexibility. Requires at least 3 days in the office per week. The center operates 24/7, schedules will include weekends, and may include evenings, holidays, and overtime as needed. Shifts can vary.

The Main Responsibilities

• Utilize and interpret documentation and methods and procedures to solve problems.

• Utilize process flow to analyze and manage work efforts.

• Manage and coordinate work efforts by interfacing with several work groups, both internal and external, escalating as necessary.

• Read, interpret and complete detailed design work, and update database assignments.

• Work in various databases and systems (e.g., TIRKS, NMA, INTAS), to ensure consistent data across all applications.

• Review, interpret and work with information on route layouts, cable make-up, cable records, Facilities Assignment Centers Services (FACS), exchange and/or trunk cable books or transfer sheets.

• Utilize CLLI (Common Language Location Identification), CLCI (Common Language Circuit Identification), CLEI (Common Language Equipment Identification), and CLFI (Common Language Facility Identification) codes to determine assignments.

• Issue work request and initiates dispatch when physical work/installation is required.

• Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service.

• May perform test calls or call traces.

• Ensure coordinated tests are completed when required and activate end-to-end service.

• Coordinate activities with vendors, outside technicians, testers, and translation groups.

• Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service.

• Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment.

• Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored.

• Communicate and negotiate release for all network rearrangement activities with the customer.

• Proactively act as customer advocate through direct communications in all aspects of the customer's communication needs, particularly network reliability and application needs.

• Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits.

• Monitor alarms for PSAP circuits.

• Remotely maintain CPE for PSAPs: equipment and answering systems.

• Provide support to field CPE technicians working on PSAP equipment and circuits.

What We Look For in a Candidate

• Ability to share room with others doing similar work.

• Primarily perform work duties sitting or standing at a workstation utilizing a computer for extended periods of time.

• Ability to work varying shifts and hours including possible mandatory overtime and holidays.

• Computer literacy, multi-tasking, problem solving, strong verbal communications

Preferred

• Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS and electronic switching systems.

• 12 months experience working with unbundled circuits, hi cap (T1- to OC 192 systems) dark fiber, IPG, ISDN, and DSO circuits.

Compensation

Pay Ranges

Minimum 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:

Benefits (https://jobs.lumen.com/global/en/benefits-statement)

Supplemental Pay (see Customer Communications Tech)

#LI-Onsite #LI-CS2

Requisition #: 341856

Background Screening

If 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 (https://jobs.lumen.com/global/en/faq) . 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 Opportunities

We 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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen's Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

Disclaimer

The 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.