Location: Philippines
Reports To: Director – Technical & Services
Job Type: Contract/Full-time
PST Group is a leading professional services and technology company specializing in Unified Communications as a Service (UCaaS), Contact Centre as a Service (CCaaS), and seamless integrations, with a dedicated team of expert consultants and technicians offering tailored solutions that help businesses enhance customer experiences, streamline operations, and maximize digital transformation using platforms like Microsoft Teams and Zoom.
We are seeking a dedicated and technically capable UCaaS Project Engineer to lead and deliver client-facing Unified Communications projects, with a secondary responsibility for providing technical support where required. The ideal candidate will have hands-on experience designing, implementing, configuring, and supporting UCaaS solutions, with strong exposure to Zoom Phone, Microsoft Teams Phone, cloud telephony, and related collaboration platforms. This role is primarily project delivery focused, covering solution implementation, client onboarding, documentation, testing, and cutover activities, while also assisting with troubleshooting, escalation management, and post-implementation support.
Lead and deliver UCaaS implementation projects for external clients, including planning, configuration, testing, deployment, cutover, and handover activities.- Configure and deploy UCaaS, cloud telephony, and collaboration solutions, including Zoom Phone, Zoom Workplace, Microsoft Teams, call routing, user provisioning, number porting, and related integrations.
- Work with clients, vendors, carriers, and internal stakeholders to gather requirements, coordinate implementation tasks, manage project risks, and ensure successful delivery outcomes.
- Develop and maintain project documentation, including solution designs, implementation plans, configuration records, test plans, client handover documents, user guides, and FAQs.
- Conduct technical workshops, client enablement sessions, and training for administrators and end users during project implementation and handover.
- Provide technical support as required for implemented solutions, including troubleshooting configuration, voice quality, call routing, endpoint, network, and application-related issues.
- Manage and resolve escalated support tickets related to project deployments and production environments, ensuring timely communication and ownership through to resolution.
- Escalate issues to Zoom, Microsoft, carriers, or vendor support when required, while coordinating updates and outcomes with clients and internal teams.
- Support continuous improvement by identifying lessons learned from projects, refining deployment processes, and contributing to reusable templates, standards, and best practices.
- Stay up to date with UCaaS, CCaaS, cloud voice, SIP trunking, SBC, networking, and collaboration technology trends relevant to client project delivery.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proficiency in English language at a professional level.
- Minimum of 3 years of experience in UCaaS, VoIP, cloud telephony, collaboration technology, project implementation, or technical support roles.
- Proven experience delivering or supporting UCaaS implementation projects, with hands-on experience in Zoom Phone, Microsoft Teams Phone, or related cloud telephony platforms strongly preferred.
- Strong understanding of VoIP, SIP, SBCs, call routing, number porting, PSTN connectivity, end-user devices, network readiness, and common collaboration platforms.
- Ability to translate client requirements into practical technical configurations, implementation plans, and supportable solutions.
- Familiarity with operating systems, endpoint devices, networking fundamentals, Microsoft 365, identity platforms, and common enterprise software applications.
- Excellent communication skills, both verbal and written, with the ability to engage confidently with clients, vendors, and internal stakeholders.
- Strong problem-solving skills, attention to detail, and the ability to manage priorities across multiple client projects and support requests.
- Experience troubleshooting UCaaS voice quality issues, including latency, jitter, packet loss, call failures, and endpoint registration issues.
- Relevant certifications or training in Zoom, Microsoft Teams, VoIP, networking, or cloud technologies are a plus.
Experience with UCaaS administration portals, remote support tools, call analytics platforms, project documentation tools, and ticketing systems.- Knowledge of cloud services and identity platforms, including Azure, Microsoft 365, Entra ID, authentication, provisioning, and related administration tools.
- Familiarity with cybersecurity principles and practices.
- Bonus: Experience with AudioCodes SBC, Ribbon, Oracle SBC, or similar Session Border Controller technologies.
- Bonus: Experience in scripting, programming, API integration, automation, or systems integration that can enhance service delivery and client solutions.
- Competitive salary and benefits package.
- Opportunities for full-time job.
Please visit https://pst-group.com.au for more information
