VoIP Technician (Cloud Voice)

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…