[Hiring] Voice Provisioning, Activation & Support Specialist @TCCA

Role Description

TCCA is seeking a Voice Provisioning, Activation & Support Specialist to support voice service provisioning, customer activations, and Tier 1 technical support. This role is a great fit for someone with experience in VoIP, SIP, telecommunications, or network support who enjoys troubleshooting technical issues, working with customers, and ensuring services are configured and activated correctly.

• Configure and provision IP phones, ATAs, SIP credentials, extensions, telephone numbers, and voice features
• Coordinate and support customer voice service activations
• Test inbound and outbound calling, voicemail, caller ID, routing, and related voice features
• Troubleshoot SIP registration, calling failures, one-way audio, voice quality, device connectivity, and routing issues
• Receive, triage, and manage Tier 1 technical support tickets
• Escalate complex issues to Tier 2 support, engineering, carriers, or vendors when needed
• Maintain accurate provisioning records, activation notes, and support documentation
• Communicate clearly with customers throughout provisioning, activation, and issue resolution
• Support process improvements, documentation, and knowledge sharing

Qualifications

• 1–3 years of experience in telecommunications, VoIP provisioning, technical support, network operations, or a related field
• Working knowledge of VoIP, SIP, IP phones, and ATAs
• Understanding of TCP/IP, DNS, DHCP, VLANs, and NAT
• Experience with ticketing, provisioning, or network monitoring systems
• Strong troubleshooting and problem-solving skills
• Strong organization and documentation skills
• Clear, professional customer communication
• Ability to manage scheduled work while responding to customer-impacting technical issues

Requirements

• Experience with any of the following is a plus:
• Hosted PBX, UCaaS, or SIP trunking
• BroadWorks, Metaswitch, or similar voice platforms
• Poly, Yealink, or Cisco devices
• DID assignments and number porting
• Carrier coordination
• Zero-touch provisioning
• RTP, SIP signaling, packet captures, or voice quality diagnostics

Work Expectations

This role balances scheduled provisioning and customer activations with reactive technical support. Occasional after-hours activations, maintenance windows, or on-call coverage may be required depending on operational needs.