The Voice Provisioning Engineer I provisions, configures, tests, and activates voice services for enterprise customers. The role supports Hosted Voice, SIP Trunking, analog/POTS replacement, number portability, customer turn-up activities, and approved customer premises equipment. The Engineer I develops proficiency in company voice products, provisioning systems, carrier processes, and customer implementation standards while maintaining accuracy, organization, and a strong customer focus.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provision new voice services, moves, adds, changes, and disconnect orders in accordance with approved designs and customer requirements.
Configure Hosted Voice seats, call flows, auto attendants, hunt groups, voicemail, SIP trunks, analog services, and related features.
Process Local Number Portability requests and review CSRs, LOAs, CNAM, E911, and supporting documentation for accuracy.
Configure and prepare approved CPE, including Adtran TA900-series devices, Grandstream ATAs, and Grandstream handsets.
Complete pre-install validation, support service turn-ups, test calling functionality, and document customer acceptance results.
Troubleshoot routine provisioning and activation issues and coordinate escalations with vendors, carriers, Field Operations, NOC, and Engineering.
Maintain accurate records in ticketing, provisioning, customer management, and project systems.
Provide timely status, risk, dependency, and customer-impact updates to the manager and project stakeholders.
REQUIRED SKILLS AND QUALIFICATIONS
Basic understanding of telecommunications, VoIP, SIP trunking, Hosted Voice, analog services, and PSTN terminology.
Working knowledge of LNP, TNs, CSRs, LOAs, CNAM, and E911 concepts.
Ability to learn hosted PBX platforms, Adtran gateways, Grandstream devices, and internal provisioning tools.
Strong attention to detail, organization, problem solving, customer service, and written and verbal communication.
Ability to manage multiple assignments, meet deadlines, and work effectively with internal teams, customers, and vendors.
Proficiency with Microsoft Office, Teams, Outlook, ticketing systems, and CRM tools such as Salesforce.
EDUCATION AND EXPERIENCE
High school diploma or equivalent required; associate or bachelor's degree in technology, telecommunications, networking, or a related field preferred.
One to three years of telecommunications, provisioning, voice services, service delivery, or related experience preferred.
CCNA, Adtran, SIP, or comparable industry training is a plus; equivalent relevant experience may be considered.
CAREER PROGRESSION EXPECTATIONS
Independently manages standard and medium-complexity implementations.
Demonstrates advanced troubleshooting and working SIP knowledge.
Assists with onboarding or cross-training and shows ownership of one product area.
Consistently demonstrates accountability, timely communication, and accurate documentation.