Job Description

Job Description:

• The Project Coordinator, VoIP Solutions plays a pivotal role in the successful implementation, maintenance, and optimization of our Voice over Internet Protocol (VoIP) systems, with a primary focus on Zoom Phone and related communication technologies. This individual will be responsible for coordinating various aspects of VoIP projects, from initial planning and deployment to user support and system enhancements. The ideal candidate possesses a strong understanding of VoIP principles, excellent organizational and communication skills, and the ability to work collaboratively with diverse teams and external vendors. Peripheral knowledge of networking fundamentals, traditional phone lines, and legacy phone systems is highly valued.

Key Responsibilities:

VoIP Project Coordination:

• Coordinate the end-to-end lifecycle of VoIP projects, including planning, scheduling, resource allocation, execution, monitoring, and closure.
• Manage the deployment and configuration of Zoom Phone accounts, devices, and features.
• Assist in the migration of users from traditional phone systems to VoIP solutions.
• Track project progress, identify potential roadblocks, and proactively implement solutions.
• Maintain detailed project documentation, including scope, timelines, budgets, and communication plans.

Technical Support & Troubleshooting (Tier 1/2):

• Provide front-line support for VoIP-related issues, including call quality, connectivity, and feature functionality.
• Troubleshoot Zoom Phone client issues, settings, and integrations.
• Escalate complex technical issues to higher-tier support or relevant IT teams, ensuring timely resolution.
• Assist with user training and onboarding for VoIP platforms.

System Administration & Optimization:

• Assist with the administration and maintenance of VoIP platforms (primarily Zoom Phone).
• Monitor system performance and identify areas for improvement or optimization.
• Participate in the evaluation and implementation of new VoIP features or technologies.

Networking and Telephony Acumen:

• Possess a foundational understanding of networking concepts (TCP/IP, LAN/WAN, QoS) as they relate to VoIP .
• Familiarity with traditional phone lines (POTS, PRI) and legacy PBX systems to assist with integration or transition efforts.
• Ability to communicate effectively with network engineers regarding VoIP traffic and infrastructure requirements.

Stakeholder Interaction & Communication:

• Serve as a primary point of contact for internal customers regarding VoIP projects and inquiries.
• Facilitate clear and concise communication between technical teams, end-users, and vendors.
• Conduct user interviews to gather requirements and provide updates on project status.
• Develop and deliver user-friendly documentation and training materials.

Collaboration & Teamwork:

• Work collaboratively with IT infrastructure teams, network engineers, and application support to ensure seamless VoIP operations.
• Participate in cross-functional teams to achieve organizational goals.
• Contribute to a positive and productive team environment.

Administrative & Organizational:

• Maintain highly organized project files, databases, and schedules.
• Utilize Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams) proficiently for communication, documentation, and reporting.
• Manage multiple tasks and priorities effectively in a fast-paced environment.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, or 4+ years of equivalent practical experience.

Experience:

• Experience in a project coordination, IT support, or telecommunications role.
• Proven experience working with VoIP systems, with specific experience in Zoom Phone highly preferred.
• Familiarity with other unified communications platforms is a plus.

Technical Skills:

• Strong understanding of VoIP protocols and concepts.
• Proficiency with Zoom Phone administration and user management.
• Basic understanding of networking principles (IP addressing, routing, firewalls, QoS).
• Knowledge of traditional telephony concepts (PSTN, PBX, POTS lines) a plus.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).

Soft Skills:

• Exceptional organizational skills with a strong attention to detail.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to interact professionally and effectively with internal customers at all levels.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Customer-centric mindset with a commitment to delivering high-quality service.

Working Conditions:

• Primarily office-based work with occasional travel to other company locations as needed.
• May require occasional off-hours support for critical issues or project deployments.
• During training, full time in the office is required, normal schedule will be 3 days in office, 2 days remote, unless traveling for site visits.  Subject to change.

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