Cross Connect Specialist

Cross Connect Specialist

The Cross Connect Specialist manages customer circuit orders from submission through completion. This role coordinates new installations, disconnects, moves, adds, and changes across Switch data center locations and external carrier networks.

You will review orders for completeness, gather missing information, maintain accurate circuit records, and coordinate delivery across customers, carrier partners, Project Management, Sales, and internal engineering teams. Success in this role requires telecommunications knowledge, careful order management, and consistent communication around deadlines, dependencies, and service expectations.

This position reports to the Cross Connect Manager and does not have supervisory responsibilities.

• Manage customer circuit orders from submission through installation, activation, or disconnection.
• Review orders for complete and accurate service, location, technical, billing, and contact information.
• Work directly with customers to obtain missing information required to process orders.
• Coordinate new installations, disconnects, moves, adds, and service changes with carrier partners and internal teams.
• Submit and monitor orders through completion, including requests that require expedited handling.
• Maintain accurate customer circuit records, order details, milestones, and status updates in Salesforce.
• Communicate critical dates, dependencies, risks, and deliverables to customers and internal Switch stakeholders.
• Build productive working relationships with telecommunications carriers and service providers.
• Coordinate across Project Management, Sales, Engineering, and Operations teams to support timely service delivery.
• Verify that completed work aligns with customer requirements and agreed delivery expectations.
• Develop and maintain working knowledge of Switch products, services, and connectivity offerings.
• Identify order issues early, escalate risks appropriately, and help drive resolution.
• Support mission-critical customer requests with urgency, accuracy, and accountability.

• You communicate clearly and proactively with customers, carriers, and internal teams.
• You maintain accurate records and follow orders through completion.
• You identify missing information, dependencies, and delivery risks before they cause delays.
• You remain organized while managing multiple orders and competing deadlines.
• You use sound judgment when prioritizing work in a mission-critical environment.
• You build trusted working relationships across customer and carrier organizations.
• You take ownership of issues and follow through until they are resolved.
• You support teammates and contribute to consistent service delivery.

Required Qualifications

• Three or more years of customer-facing experience in telecommunications, network services, carrier operations, order management, or a related field.
• Working knowledge of telecommunications products and network infrastructure, including:
• Ethernet
• Wavelength services
• Dark fiber
• IP services
• Cloud connectivity
• Cross connects
• Carrier interconnections
• Experience processing or coordinating circuit installations, disconnects, moves, adds, or changes.
• Experience working with telecommunications carriers, customers, and internal delivery teams.
• Ability to manage multiple orders while maintaining accuracy and meeting deadlines.
• Strong written and verbal communication skills.
• Strong organizational, prioritization, and problem-solving skills.
• Proficiency with Microsoft Office applications.
• Working experience with Salesforce or a comparable CRM or order management platform.

Preferred Qualifications

• Bachelor's degree or an equivalent combination of education and relevant experience.
• Experience supporting connectivity services within a data center, colocation, cloud, or mission-critical environment.
• Experience coordinating orders that span multiple carriers, facilities, or geographic locations.

We recognize that qualified candidates may not meet every preferred qualification. If your experience aligns with the core responsibilities of the role, we encourage you to apply.

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