VoIP Technician (Cloud Voice)

Job Description

Job Description

Description

The VoIP Technician is responsible for the installation, programming, deployment, cutover, and support of cloud-based phone system projects built on a NetSapiens platform. This role includes both on-site client work and remote system programming, with responsibility for phone staging, call-flow configuration, structured cabling support, go-live testing, client training, and project documentation.

This position requires someone who can work in a project-driven environment, communicate professionally with clients, troubleshoot voice and basic network issues, and help ensure cloud phone deployments are completed efficiently, accurately, and with a strong client experience.

This is an in-office role with client site visits as needed.

Key Responsibilities

• Install, configure, program, and deploy cloud-based VoIP phone systems using a NetSapiens platform.
• Program users, extensions, devices, call queues, hunt groups, auto attendants, schedules, holiday routing, voicemail, voicemail-to-email, call forwarding, and other hosted voice features.
• Stage, provision, label, and test phones prior to deployment, including MAC assignment, user/extension mapping, device templates, and pre-deployment validation.
• Support project cutovers and go-live events, including inbound/outbound call testing, E911 validation, fax/ATA testing, paging testing, and user acceptance testing.
• Deploy and configure cloud-compatible phone models such as Yealink, Poly, and similar devices.
• Set up and troubleshoot paging systems, fax machines, e-fax solutions, analog devices, and ATA adapters.
• Perform structured cabling tasks as needed, including running cable, terminating on 66-blocks and 110-blocks, toning/testing cables, labeling, and verifying connectivity.
• Assist with basic network troubleshooting related to VoIP services, including VLANs, DHCP, QoS, SIP ALG, switches, routers, and firewalls.
• Work on-site at client locations to complete system installations, phone swaps, network integrations, and go-live support.
• Collaborate with project managers, engineers, carriers, vendors, and clients to ensure smooth project execution.
• Utilize ConnectWise or a similar PSA/project management system to document project progress, configuration details, client-specific call flows, testing results, issues, follow-up items, and time entries.
• Provide end-user training on phone system features, voicemail, call handling, and common user functions.
• Assist with project closeout by confirming completed scope, updating documentation, and identifying any remaining client needs or follow-up items.
• Help improve deployment standards, checklists, and installation processes to increase efficiency and client satisfaction.
• Participate in occasional after-hours or weekend cutovers when required by client project schedules.

Skills, Knowledge & Expertise

• 2+ years of experience in telecommunications, VoIP, cloud phone systems, structured cabling, low-voltage, or related networking/telecom work.
• Hands-on experience installing, configuring, or supporting business phone systems, cloud voice platforms, or VoIP endpoints.
• Basic understanding of VoIP call flows, users, extensions, devices, voicemail, call forwarding, auto attendants, hunt groups, and call queues.
• Experience with structured cabling, cable testing, phone deployment, device labeling, and basic low-voltage installation work.
• Familiarity with paging systems, fax lines, analog devices, and ATA adapters.
• Basic understanding of networking concepts related to VoIP, including IP addressing, DHCP, VLANs, switches, routers, and firewall-related troubleshooting.
• Ability to follow project scopes, complete deployment checklists, document work accurately, and enter time daily.
• Excellent written and verbal communication skills.
• Professional appearance and strong client-facing communication skills.
• Ability to work independently in the field while also collaborating with project managers, engineers, and other team members.
• Strong troubleshooting skills, attention to detail, and ownership of assigned tasks.

Preferred / Nice to Have Experience:

• 5+ years of experience in telecommunications, VoIP installation, cloud phone implementation, or business phone system support.
• Experience with NetSapiens or another cloud-based voice platform.
• Experience programming users, devices, call queues, auto attendants, schedules, voicemail, call routing, and other hosted voice features.
• Experience migrating clients from legacy PBX systems to cloud-based VoIP platforms.
• Understanding of QoS, SIP ALG, VLAN tagging, firewall rules, carrier services, number porting, and cutover coordination.
• Experience with Yealink, Poly, and other cloud-compatible VoIP phones.
• Experience working in ConnectWise or another PSA/project management platform.
• Certifications related to VoIP, networking, or telecommunications, such as CompTIA Network+, BICSI, or vendor-specific certifications.
• Experience working in a Managed Services Provider or fast-paced project-driven environment.

Job Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Disability
• 401(k) with Company Match
• Gym Membership Reimbursement