SF Voice Provisioning Engineer I

POSITION SUMMARY

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.