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Key Responsibilities and Required Skills for a Voice Coordinator

💰 $55,000 - $85,000

Information TechnologyTelecommunicationsUnified CommunicationsNetwork Operations

🎯 Role Definition

The Voice Coordinator is the operational cornerstone of an organization's communication infrastructure. This role is fundamentally responsible for the day-to-day administration, support, and maintenance of our enterprise voice and Unified Communications (UC) systems. You are the go-to expert for ensuring every phone call, video conference, and voicemail is clear, reliable, and secure. A successful Voice Coordinator blends technical expertise with a strong customer service mindset, acting as a vital link between end-users, IT teams, and external vendors to maintain a seamless and efficient communication experience across the entire business. You are not just managing phones; you are enabling collaboration and ensuring the business can connect with its clients and partners effectively.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Help Desk Technician / Service Desk Analyst
  • Junior Network Technician
  • Technical Support Specialist with a focus on connectivity

Advancement To:

  • Senior Voice Engineer or Unified Communications Engineer
  • Unified Communications Architect
  • Telecommunications Manager

Lateral Moves:

  • Network Administrator
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Manage the complete lifecycle of user telephony needs, including executing all Moves, Adds, Changes, and Deletes (MACDs) for user accounts, phone extensions, and voicemail boxes across our UC platforms.
  • Serve as the primary point of contact for troubleshooting and resolving all Tier 1 and Tier 2 voice-related issues, including poor call quality, connectivity problems, and hardware malfunctions.
  • Provision, configure, and deploy a range of IP phones, soft clients, conference room devices, and associated peripherals like headsets, ensuring they meet user requirements and corporate standards.
  • Administer and maintain the core Unified Communications (UC) and/or PBX systems (e.g., Cisco CUCM, Microsoft Teams Voice, RingCentral, Avaya), performing routine health checks and system updates.
  • Skillfully manage and configure complex call routing logic, including auto-attendants, call queues, hunt groups, and interactive voice response (IVR) menus to optimize call flow and customer experience.
  • Act as the primary liaison with telecommunications carriers and service providers for tasks such as ordering new circuits, porting phone numbers (LNP), and escalating service outages.
  • Develop, maintain, and meticulously update comprehensive documentation for the voice infrastructure, including call flow diagrams, user guides, and system configuration records.
  • Provide clear, patient, and effective training to end-users on new phone features, soft client usage, and best practices for leveraging our communication tools.
  • Proactively monitor the health, performance, and capacity of the voice network and associated systems, using monitoring tools to identify and address potential issues before they impact users.
  • Administer and support the organization’s contact center platform, including managing agent profiles, skills-based routing, call recording, and reporting functionalities.
  • Participate in an on-call rotation to provide after-hours and emergency support for critical voice infrastructure incidents, ensuring business continuity.
  • Manage the inventory of all telecommunications hardware, tracking assets from procurement to disposal and ensuring adequate stock levels for break-fix and new deployments.
  • Ensure the voice system’s compliance with critical regulations, particularly E911, by regularly auditing and updating location information for all endpoints.
  • Work directly with third-party vendors to escalate and resolve complex technical issues, manage maintenance contracts, and stay informed about product roadmaps and updates.
  • Process and audit telecommunication invoices for accuracy, identifying discrepancies and working with carriers to resolve billing issues in a timely manner.
  • Assist senior engineers and project managers in the planning, testing, and implementation phases of voice system upgrades, migrations, and new technology rollouts.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis by generating reports on call detail records (CDRs), system usage, call center metrics, and trunk utilization to inform business decisions.
  • Contribute to the organization's broader data and communications strategy by providing insights on system performance, user adoption trends, and potential areas for technological improvement.
  • Collaborate with cross-functional teams, including Networking, Security, and Desktop Support, to translate business communication needs into technical engineering requirements and ensure holistic solutions.
  • Participate actively in sprint planning, daily stand-ups, and other agile ceremonies within the IT operations team to ensure voice-related tasks are prioritized and executed efficiently.
  • Research and evaluate emerging voice and collaboration technologies, presenting findings and recommendations to leadership for potential future implementation.
  • Develop and refine Standard Operating Procedures (SOPs) for routine voice administration tasks to improve efficiency, consistency, and knowledge sharing within the team.
  • Manage user access and permissions for various communication platforms, ensuring adherence to the principle of least privilege and corporate security policies.

Required Skills & Competencies

Hard Skills (Technical)

  • UC Platform Administration: Deep, hands-on experience administering enterprise-level Unified Communications platforms such as Cisco CUCM, Microsoft Teams Voice, RingCentral, Avaya Aura, or Mitel.
  • VoIP Protocol Expertise: Strong foundational understanding of VoIP protocols, including SIP, H.323, RTP, and MGCP, with the ability to analyze call flows and troubleshoot signaling issues.
  • Carrier & Circuit Management: Proven experience working with telecommunications carriers to manage services like PRI, SIP trunks, and POTS lines, including the number porting (LNP) process.
  • Network Fundamentals: Solid knowledge of core networking concepts, including TCP/IP, DNS, DHCP, VLANs, and especially Quality of Service (QoS) as it pertains to prioritizing voice traffic.
  • Contact Center Technologies: Familiarity with the administration of contact center or call center environments, including Automatic Call Distribution (ACD), skills-based routing, and reporting.
  • Troubleshooting & Diagnostics: Proficiency in using diagnostic tools like packet capture software (e.g., Wireshark) and log analysis to methodically diagnose and resolve complex voice issues.
  • Scripting and Automation: Basic ability to use scripting languages (e.g., PowerShell) to automate repetitive administrative tasks and user provisioning is highly desirable.

Soft Skills

  • Problem-Solving & Analytical Thinking: A logical and methodical approach to troubleshooting, with the ability to break down complex problems into manageable components to find the root cause.
  • Customer-Centric Mindset: An unwavering commitment to providing outstanding support, demonstrating patience, empathy, and a genuine desire to help users resolve their issues effectively.
  • Exceptional Communication: The ability to clearly and concisely explain technical concepts to both non-technical end-users and highly technical engineering peers, both verbally and in writing.
  • Attention to Detail: Meticulous accuracy when provisioning users, configuring call flows, or maintaining documentation, understanding that small errors can have a significant impact.
  • Vendor Management: Confidence and professionalism when interacting with external vendors and carriers to drive issue resolution and manage service level agreements (SLAs).
  • Time Management & Prioritization: The capacity to manage multiple competing priorities, service requests, and project tasks effectively in a fast-paced environment.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent professional certifications (e.g., CompTIA Network+, CCNA, or vendor-specific voice certifications).

Preferred Education:

  • Bachelor's Degree in a relevant field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Telecommunications Management

Experience Requirements

Typical Experience Range:

  • 3-5 years of dedicated experience in a voice administration, telecom coordination, or VoIP support role.

Preferred:

  • Demonstrated experience supporting a multi-site enterprise environment with over 1,000 users.
  • Experience participating in a major UC platform migration or upgrade project.
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