XTN-9697761 | PSO JUNIOR TECHNICAL PROJECT ENGINEER

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.

Basic Qualifications

• 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.