Technical Project Manager UCaaS & CCaaS

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Total Communication Solutions is seeking a Technical Project Manager to lead end-to-end Zoom Phone and Zoom Contact Center implementations for mid-market and enterprise customers. You will coordinate technical configuration, number porting, integrations, and customer readiness to ensure on-time go-lives with high satisfaction.

The ideal candidate brings hands-on experience with Zoom-based UCaaS/CCaaS, strong cloud voice knowledge, and the ability to manage multiple deployments with precision and

Qualifications

• 5+ years of technical project management experience.
• Direct experience implementing Zoom Phone and/or Zoom Contact Center.
• Strong understanding of SIP, PSTN, BYOC, number porting, and E911.
• Contact center call flows, IVRs, queues, and agent workflows.
• Cloud networking concepts, including QoS, firewall rules, and SBCs.
• Experience managing multiple concurrent customer implementations.
• Strong written and verbal communication skills.

Responsibilities

• Lead end-to-end Zoom Phone and Zoom Contact Center implementations from project kickoff through production cutover.
• Own project scope, timelines, milestones, risks, dependencies, and delivery outcomes.
• Serve as the primary delivery owner and main customer point of contact throughout the implementation lifecycle.
• Plan and facilitate kickoff, status, technical design, testing, and go-live meetings.
• Configure Zoom Phone solutions, including users, call queues, auto receptionists, call routing, PSTN, number porting, E911, call recording, and compliance features.
• Lead Zoom Contact Center deployments, including routing strategies, IVR and conversational AI workflows, omnichannel configuration, agent/supervisor setup, analytics, and quality management.
• Coordinate number porting, carrier readiness, testing, pilot groups, and cutover strategies to minimize business disruption.
• Translate customer business and technical requirements into accurate Zoom configurations and delivery plans.
• Identify and mitigate technical risks early, including networking, security, firewall, SBC, and carrier dependencies.
• Manage scope changes and ensure alignment with contracted deliverables and change control processes.
• Partner with Sales, Engineering, Support, Zoom, and internal stakeholders to resolve delivery issues and escalations.
• Set and manage customer expectations related to timelines, responsibilities, dependencies, and readiness requirements.
• Act as a trusted advisor on Zoom best practices, feature adoption, and roadmap considerations.
• Coordinate customer training, readiness, and adoption planning to support long-term success.
• Ensure clean documentation and structured handoff to Support or Managed Services teams post-go-live.

Skills

Zoom Phone

Zoom Contact Center

SIP

PSTN

BYOC

E911

IVR

QoS

Firewalls

SBCs

Project management

Job description

Company Description

Total Communication Solutions is a platinum Zoom partner focused on delivering implementation and managed services built around the Zoom platform. The company specializes in Zoom Phone and Contact Center solutions, helping organizations deploy and optimize UCaaS and CCaaS environments. Its platinum managed support model is designed to ensure a reliable, high-quality user experience and streamlined communications. Team members collaborate closely with clients and Zoom to provide tailored services that support scalability, efficiency, and long-term success.

Role Description

The Technical Project Manager is responsible for leading the end-to-end implementation of Zoom Phone and Zoom Contact Center solutions for mid-market and enterprise customers. This role serves as the primary delivery owner, coordinating technical configuration, number porting, integrations, and customer readiness to ensure successful, on-time go-lives with high customer satisfaction.

The ideal candidate brings hands‑on experience delivering Zoom-based UCaaS and CCaaS solutions, strong technical acumen across cloud voice and contact center technologies, and the ability to manage multiple concurrent customer deployments with precision and accountability.

Key Responsibilities

• Lead end-to-end Zoom Phone and Zoom Contact Center implementations from project kickoff through production cutover
• Own project scope, timelines, milestones, risks, dependencies, and delivery outcomes
• Serve as the primary delivery owner and main customer point of contact throughout the implementation lifecycle
• Plan and facilitate kickoff, status, technical design, testing, and go‑live meetings
• Configure Zoom Phone solutions, including users, call queues, auto receptionists, call routing, PSTN (Calling Plans, BYOC, hybrid), number porting, E911, call recording, and compliance features
• Lead Zoom Contact Center deployments, including routing strategies, IVR and conversational AI workflows, omnichannel configuration, agent/supervisor setup, analytics, and quality management
• Coordinate number porting, carrier readiness, testing, pilot groups, and cutover strategies to minimize business disruption
• Translate customer business and technical requirements into accurate Zoom configurations and delivery plans
• Identify and mitigate technical risks early, including networking, security, firewall, SBC, and carrier dependencies
• Manage scope changes and ensure alignment with contracted deliverables and change control processes
• Partner with Sales, Engineering, Support, Zoom, and internal stakeholders to resolve delivery issues and escalations
• Set and manage customer expectations related to timelines, responsibilities, dependencies, and readiness requirements
• Act as a trusted advisor on Zoom best practices, feature adoption, and roadmap considerations
• Coordinate customer training, readiness, and adoption planning to support long-term success
• Ensure clean documentation and structured handoff to Support or Managed Services teams post‑go‑live

Required Qualifications

• 5+ years of technical project management experience
• Direct experience implementing Zoom Phone and/or Zoom Contact Center
• Strong understanding of: SIP, PSTN, BYOC, number porting, and E911
• Contact center call flows, IVRs, queues, and agent workflows
• Cloud networking concepts, including QoS, firewall rules, and SBCs
• Experience managing multiple concurrent customer implementations
• Strong written and verbal communication skills

Success Metrics

• Projects delivered on time and within scope
• Reduced escalations and improved delivery predictability
• High customer satisfaction and repeat engagements
• Smooth, predictable Zoom Phone and Zoom Contact Center deployments
• Confident, well‑trained customers at go‑live
• Strong internal collaboration with Sales and Support
• High customer retention and reference ability
• Accurate and timely number porting submissions with carrier issues resolved quickly to avoid delivery delays
• Consistent, timely customer communication with response times that meet or exceed defined service expectations

Pay Type

Pay Type: Salaried, full‑time exempt position

Pay Schedule

Pay Schedule: Paid in accordance with company payroll policies (e.g., bi‑weekly or semi‑monthly)

Compensation

• Compensation is aligned with the scope, responsibility, and leadership expectations of the role and may be reviewed annually based on performance, business needs, and organizational growth.