Job Summary

Job Description

Project Research and Development:

• Research emerging VoIP technologies, hosted unified communications platforms, SIP trunking solutions, and collaboration tools (Microsoft Teams, Webex).

• Recommend best practices for call center integrations and cloud telephony migrations.

Resource Management:

• Apply established project management methodologies to VoIP deployments, ensuring cost-effective implementation of hosted UC and SIP trunking.

• Manage licensing and hardware procurement.

Project Status Updates:

• Provide detailed updates on VoIP system readiness and integration milestones for Microsoft Teams and Webex.

• Conduct technical workshops for VoIP architecture, SIP trunking, and UC platform integration.

Timeline and Project Plan Oversight:

• Leading projects to successful completion, ensuring timely delivery within budgetary constraints.

• Create migration timelines for legacy PBX to cloud VoIP platforms.

• Track dependencies for call center routing, IVR setup, and SIP trunk provisioning.

Project Direction Prioritization:

• Align VoIP deployments with network upgrades, security initiatives, and collaboration tool rollouts.

Quality Standardization:

• Ensure VoIP solutions meet uptime SLAs, E911 compliance, and disaster recovery requirements.

Impact Management:

• Develop failover strategies for voice services and call center continuity plans.

• Address problems through risk management and contingency planning, and present solutions and/or options to executive management.

Project Leadership and Implementation:

• Serve as liaison and primary point of contact between telecom vendors, internal IT teams, and business units for voice-related initiatives.

• Validate interoperability between Microsoft Teams, Webex, and SIP trunks during deployment.

Other Duties and Responsibilities, as Assigned:

• Make consistent, and independent, decisions on vendor selection, QoS optimization, and compliance adherence.

• Support after-hours cutovers and emergency VoIP troubleshooting, when required.

• Maintain documentation for VoIP architecture, call flows, and escalation procedures.

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the on our careers site for more details.

Education

Certifications (if applicable)

Relevant Work Experience