Professional Services Engineer

Job Overview

Our client is a US-based technology solutions provider offering IT services, cloud solutions, and communication technologies to businesses.

We are looking for an experienced Professional Services Engineer - UCaaS/VoIP to lead the technical implementation, support, and management of Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP) projects.

The successful candidate will serve as a key technical resource for client projects, working closely with customers, project managers, service desk teams, and other technical specialists to ensure solutions meet business requirements and are successfully implemented.

This role involves leading technical project activities, troubleshooting complex issues, managing escalations, documenting client infrastructure, and supporting onboarding and offboarding processes. The ideal candidate has strong technical expertise in VoIP/UCaaS technologies, networking, and IT infrastructure, combined with excellent communication, problem-solving, and customer service skills.

Job Details

Work set up: Work from Home

Schedule: Monday to Friday | 8:00 AM - 5:00 PM | US Eastern Time (EST)

Holiday: Will follow US holidays

Responsibilities

• Lead the technical aspects of VoIP and UCaaS-related projects, ensuring successful implementation and alignment with client requirements.

• Serve as a technical escalation point for the Professional Services Engineering (PSE) team and other technical support teams.

• Work directly with clients to evaluate technical requirements and ensure proposed solutions meet their business needs.

• Communicate professionally with clients through phone calls, Microsoft Teams meetings, and email.

• Provide technical expertise and assistance during client onboarding, offboarding, and project implementation activities.

• Conduct remote technical discovery and assessments using diagnostic tools, troubleshooting techniques, and relevant client information.

• Troubleshoot and resolve issues involving computers, networks, servers, and related IT infrastructure.

• Investigate complex technical issues and escalate unresolved concerns to the appropriate project manager, technical team, or subject matter expert.

• Collaborate with onboarding project managers to provide project status updates and identify outstanding documentation or device-monitoring requirements.

• Work closely with Service Desk leadership to ensure technical documentation is accurate, complete, and sufficient to support ongoing client operations.

• Document client infrastructure, network configurations, technical processes, and system requirements.

• Develop and maintain internal knowledge bases, including network diagrams, troubleshooting guides, technical procedures, and client-specific documentation.

• Assist in developing, writing, and maintaining standard operating procedures (SOPs) and technical documentation.

• Conduct regular reviews and audits of customer networks to support security, stability, and operational readiness during onboarding.

• Collaborate with technical escalation teams and subject matter experts to evaluate client environments and resolve technical challenges.

• Provide technical guidance to Sales and Engineering teams regarding products, solutions, and technologies that meet customer requirements.

• Maintain accurate and timely reports, project updates, and technical documentation.

• Represent the company professionally when interacting with customers, prospects, vendors, and external partners.

• Stay updated on emerging technologies, industry best practices, and relevant technical developments.

• Participate in ongoing technical training and pursue relevant industry certifications.

• Follow established company policies, procedures, security standards, and service delivery expectations.

Qualifications

• Associate's degree in Computer Science, Networking, Information Technology, or a related field, or equivalent professional experience.

• Minimum of 4 years of full-time experience working in a technology solutions, IT services, or similar technical environment.

• Strong technical knowledge of VoIP and UCaaS technologies, including implementation, troubleshooting, and support.

• Experience supporting technical projects, managing escalations, and working directly with clients.

• Experience working across multiple IT disciplines, including networking, servers, databases, cloud technologies, automation and scripting, PowerShell and command-line tools, and virtualization.

• Working knowledge of networking protocols and technologies, including DNS, VPN, and LLDP.

• Experience troubleshooting network, server, desktop, and related infrastructure issues.

• Experience with technical documentation, process development, and standard operating procedures.

• Familiarity with office automation products, databases, remote access tools, and technical support applications.

• Strong understanding of computer systems, mobile devices, and other IT products.

• Excellent written and verbal English communication skills.

• Strong interpersonal and relationship-building skills, with the ability to communicate effectively with clients and internal technical teams.

• Excellent analytical, decision-making, and problem-solving abilities.

• Strong organizational and time-management skills, with the ability to manage multiple projects and technical tasks simultaneously.

• Highly detail-oriented, process-driven, and committed to maintaining accurate technical documentation.

• Ability to work independently with minimal supervision in a remote environment.

• Strong customer service orientation and commitment to delivering high-quality technical support.

• Ability to learn quickly and adapt to new technologies in a fast-paced environment.

• Experience supporting clients across multiple geographic locations is an advantage.

Preferred Qualifications

• Experience with Windows desktop operating systems.

• Experience using ticketing, project tracking, and time-management systems.

• Proficiency in Microsoft Office applications, including Word and Excel.

• Familiarity with business applications such as QuickBooks, MatrixCare, or similar platforms.

• Intermediate to expert experience with Intermedia Phone Systems, Mitel Phone Systems, Pulsar, Microsoft Teams VoIP solutions, firewall troubleshooting, or network troubleshooting.

Preferred Technical Certifications

• Microsoft 365 Fundamentals

• Intermedia Certifications

• Pulsar Certifications

• Mitel Certifications

• CompTIA Network+

• Cisco Meraki Solutions Specialist

• Cisco Certified Network Associate (CCNA)

• Cisco Certified Network Professional (CCNP) - Switching/Routing/Voice

• Ubiquiti UNS

• Ubiquiti UEWA

• Barracuda Firewall Certifications (CGF01, CGF04, CGF09, or CGFPET1)