XTN-9697761 | PSO JUNIOR TECHNICAL PROJECT ENGINEER

Role Summary

The PSO (Professional Services Organization) Zoom Phone team is a global, cross-functional group of engineers and project managers dedicated to the successful deployment, configuration, and optimization of Zoom Phone solutions for enterprise customers. As a Junior Technical Project Engineer (JRPE), you will work alongside experienced Senior Project Engineers and Technical Project Managers, providing hands-on build assistance and technical support across active customer deployment projects.

Our team operates with a strong culture of knowledge sharing, mentorship, and continuous improvement — junior engineers are supported through structured shadowing, guided task execution, and progressive ownership of project workstreams as skills develop.

Work Where You Work Best: Thrive in a fully remote environment from your own home office.

Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.

Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.

Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.

Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

Assist senior-level engineers with system troubleshooting and various customer-facing implementation initiatives.

Build and modify operational call flows based on documented solution designs and customer requirements.

Provision new Zoom Phone users and perform system configuration, validation, and functional testing for deployment requests.

Test and validate all serviced requests to ensure accuracy and full functionality.

Submit and manage incident tickets and feature requests efficiently using the organization's ticketing system.

Create Zoom Phone project documentation, including detailed call flow diagrams and comprehensive runbooks.

Author, update, and maintain knowledge base articles to support customer environments.

Support MACD (Moves, Adds, Changes, and Deletes) activities for customer environments.

Collaborate with cross-functional teams — including Project Managers, Senior Project Engineers, and Porting Team Members — to ensure timely completion of project deliverables.

Follow established engineering processes, documentation standards, and quality guidelines.

Continuously expand technical knowledge through training, mentorship, and hands-on project experience.

Requirements

• Degree or Diploma in Computer Science, Information Technology, Telecommunications, Computer Engineering, or a related technical field.
• Entry-level understanding of Unified Communications (UCaaS) market space, value proposition, and use cases — particularly for Zoom Phone or similar cloud telephony platforms.
• Ability to execute tasks for small, well-defined projects under close guidance, focusing on applying foundational skills.
• Demonstrated willingness to learn new technologies quickly and contribute positively to team norms.
• Ability to work collaboratively within a global, cross-functional team with minimal supervision on routine tasks.

Preferred Qualifications

• Prior exposure to Zoom Phone, Zoom Contact Center, or other UCaaS/CCaaS platforms (e.g., Cisco, Avaya, RingCentral, Microsoft Teams).
• Hands-on experience with SIP protocol fundamentals or basic SSO/API concepts.
• Experience supporting enterprise telephony deployments, number porting, or call routing configuration.
• Familiarity with project management tools or platforms (e.g., Salesforce, Inspire Planner, or similar).
• Experience authoring technical documentation, runbooks, or knowledge base articles in a professional environment.
• Exposure to automation scripting or low-code tools that support deployment or operational workflows.
• Demonstrated ability to shadow senior engineers and take on progressively independent responsibilities over time.

Technical Skills

• Foundational understanding of VoIP (Voice over IP), SIP, or Unified Communications technologies.
• Experience performing MACD (Move, Add, Change, Delete) tasks on any corporate voice platform.
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, and routing fundamentals.
• Hands-on experience using technical layout software such as Microsoft Visio or Lucidchart for call flow diagrams.
• Prior experience utilizing enterprise-level IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar) for incident or change management.
• Basic understanding of scripting, or work automation principles.
• Proficient skills in using Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Ability to read and understand technical documentation and deployment procedures.

Professional Skills

• Advanced written and spoken English language skills for effective team and customer communication.
• Strong analytical and problem-solving abilities with attention to detail.
• Proactive fast learner with a demonstrated ability to effectively manage multiple parallel tasks in a fast-paced environment.
• Strong collaborative skills with a proven positive attitude in a team environment.
• Customer-focused mindset with professionalism and accountability.
• Ability to follow technical guidance while progressively working more independently.
• Total willingness and availability to work various shifts spanning Monday through Sunday.
• Capability to execute other analogous technical or planning tasks delegated by the employer and client.

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.