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Job Specification - Voice Project Coordinator

💰 $65,000 - $85,000

Project ManagementInformation TechnologyTelecommunications

🎯 Role Definition

The Voice Project Coordinator serves as the organizational and communication linchpin for all voice and Unified Communications (UC) projects. This position is responsible for orchestrating the deployment of complex telecommunication solutions, from initial planning and vendor selection to final implementation and stakeholder sign-off. The coordinator ensures that all project milestones are met on time and within budget by facilitating clear communication between internal technical teams, external vendors, and business stakeholders. This role bridges the gap between technical execution and business requirements, ensuring a seamless transition to new voice technologies and platforms.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Telecom Technician or Analyst
  • IT Helpdesk Specialist (with a focus on networking/voice)
  • Junior Project Coordinator

Advancement To:

  • Voice Project Manager or Telecom Project Manager
  • Unified Communications (UC) Manager
  • IT Infrastructure Manager

Lateral Moves:

  • Network Project Coordinator
  • IT Project Coordinator

Core Responsibilities

Primary Functions

  • Manage the complete lifecycle of voice system implementation projects, including VoIP, UCaaS, and contact center solutions, from initiation and planning to execution, monitoring, and closure.
  • Act as the primary point of contact for clients, vendors, and internal teams, ensuring clear, consistent, and proactive communication regarding project status, risks, and timelines.
  • Develop and maintain comprehensive project documentation, including detailed project plans, scope of work (SOW), resource allocation charts, and risk mitigation strategies.
  • Coordinate the process of Local Number Portability (LNP), meticulously tracking porting dates and ensuring a smooth transition of phone numbers with minimal service disruption.
  • Schedule and lead project kickoff meetings, regular status update calls, and post-mortem reviews with all relevant stakeholders to ensure alignment and continuous improvement.
  • Oversee the procurement and logistics of telecommunications hardware and software, ensuring equipment arrives on-site according to the project schedule.
  • Facilitate the scheduling of field technicians and engineers for on-site installation, configuration, and testing of voice hardware and network infrastructure.
  • Track project milestones and deliverables using project management software (e.g., MS Project, Jira, Smartsheet) and provide regular, detailed status reports to management and clients.
  • Proactively identify potential project risks, dependencies, and issues, and collaborate with technical teams to develop and implement effective solutions.
  • Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques and formal change order processes.
  • Ensure that all project deliverables meet quality standards and are formally accepted by the client or business stakeholder upon completion.
  • Coordinate with telecommunication carriers and service providers to order new circuits, manage service installations, and resolve any provisioning or service-related issues.
  • Develop user acceptance testing (UAT) plans and coordinate the testing activities with end-users to validate that the new voice solution meets all business requirements.
  • Build and maintain strong, collaborative relationships with a network of third-party vendors, suppliers, and telecom carriers to ensure reliable service delivery.
  • Assist in managing the project budget, tracking expenditures, and reporting on financial performance against the baseline.
  • Prepare and deliver training materials and documentation for end-users and support staff to ensure a successful adoption of the new voice platform.
  • Serve as an escalation point for project-related issues that cannot be resolved by the front-line technical teams, ensuring timely and effective problem resolution.
  • Conduct site readiness assessments to confirm that physical locations meet the power, space, and network requirements for new hardware installations.
  • Maintain a central repository of all project-related assets, including network diagrams, configuration files, call flow designs, and final as-built documentation.
  • Ensure compliance with all internal policies and industry regulations throughout the project lifecycle, particularly concerning data privacy and security.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis related to call detail records (CDRs) and system performance metrics.
  • Contribute to the organization's evolving telecommunications strategy and technology roadmap by providing feedback from project implementations.
  • Collaborate with pre-sales and sales engineering teams to provide insights on project scope and effort for new business proposals.
  • Participate in sprint planning and agile ceremonies if the project is being managed within an Agile framework.

Required Skills & Competencies

Hard Skills (Technical)

  • Project Management Methodologies: Strong understanding of project management principles (e.g., PMP, Agile) and proficiency with tools like MS Project, Jira, or Asana.
  • Telecom Knowledge: Deep familiarity with voice technologies, including VoIP, SIP, PBX, UCaaS (e.g., RingCentral, MS Teams Voice, 8x8), and contact center platforms.
  • Number Porting (LNP): Verifiable experience and in-depth knowledge of the Local Number Portability process and carrier requirements.
  • Vendor Management: Experience in coordinating with and managing telecommunication carriers, hardware suppliers, and third-party technicians.
  • Basic Networking Concepts: Understanding of LAN/WAN, QoS, VLANs, and how they impact voice quality.
  • Microsoft Office Suite: Advanced proficiency in Microsoft Excel for tracking complex data, as well as Word, PowerPoint, and Outlook.

Soft Skills

  • Exceptional Communication: Ability to articulate complex technical information clearly and concisely to both technical and non-technical audiences, both verbally and in writing.
  • Stakeholder Management: Adept at managing expectations, building rapport, and influencing stakeholders at all levels of an organization.
  • Meticulous Organization & Time Management: Superior ability to manage multiple concurrent projects, prioritize tasks effectively, and meet tight deadlines.
  • Problem-Solving & Critical Thinking: A proactive approach to identifying issues and resourcefulness in finding effective and timely resolutions.
  • High Attention to Detail: A commitment to accuracy in all aspects of project documentation, scheduling, and communication.
  • Adaptability & Resilience: The capacity to thrive in a fast-paced environment and effectively manage changes in project scope or unexpected challenges.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent professional certification (e.g., CAPM) and relevant work experience.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Information Technology
  • Business Administration
  • Telecommunications Management

Experience Requirements

Typical Experience Range:

  • 3-5 years of experience in a project coordination role, with at least 2 years focused specifically on IT infrastructure or telecommunications projects.

Preferred:

  • Direct experience coordinating VoIP/UCaaS deployments within a Managed Service Provider (MSP), telecom carrier, or large enterprise IT department. Demonstrated success in managing multiple, complex voice projects simultaneously is highly desirable.
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