SF Voice Provisioning Engineer I

ADP, Inc.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

ADP, Inc. in Charlotte, NC, is seeking a Voice Provisioning Engineer I to provision, configure, test, and activate voice services for enterprise customers.

You will support Hosted Voice, SIP Trunking, and related services, ensuring accurate implementations and strong customer focus. This role emphasizes learning company voice products, provisioning systems, and carrier processes, with duties spanning order provisioning, CPE configuration (Adtran TA900-series, Grandstream), validation, and timely

Qualifications

• Understanding of VoIP, SIP trunking, Hosted Voice, and PSTN terminology.
• Familiarity with LNP, CSRs, LOAs, CNAM, and E911 concepts.
• Ability to learn Adtran gateways, Grandstream devices, and internal provisioning tools.
• Strong attention to detail, organization, problem solving, and communication.
• Ability to manage multiple assignments and meet deadlines in a collaborative environment.
• Proficiency with Salesforce and Microsoft Office suite.

Responsibilities

• Provision new voice services and moves/adds/changes/disconnects per designs and customer requirements.
• Configure Hosted Voice seats, call flows, auto attendants, hunt groups, voicemail, SIP trunks, and related features.
• Process Local Number Portability requests and review CSRs, LOAs, CNAM, E911, and supporting documentation for accuracy.
• Configure and prepare approved CPE, including Adtran TA900-series devices, Grandstream ATAs, and Grandstream handsets.
• Complete pre-install validation, support service turn-ups, test calling functionality, and document customer acceptance results.
• Troubleshoot routine provisioning and activation issues and coordinate escalations with vendors, carriers, Field Operations, NOC, and Engineering.
• Maintain accurate records in ticketing, provisioning, customer management, and project systems.
• Provide timely status, risk, dependency, and customer-impact updates to the manager and project stakeholders.

Skills

VoIP basics

SIP trunking

Hosted Voice

PSTN terminology

Customer service & communication

CRM tools (Salesforce)

Education

High school diploma

Technology/telecommunications degree preferred

CCNA or equivalent training

Tools

Microsoft Office

Teams

Outlook

Ticketing systems

CRM tools (Salesforce)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time Regular Charlotte, NC, US

POSITION SUMMARY

The Voice Provisioning Engineer I provisions, configures, tests, and activates voice services for enterprise customers. The role supports Hosted Voice, SIP Trunking, analog/POTS replacement, number portability, customer turn-up activities, and approved customer premises equipment. The Engineer I develops proficiency in company voice products, provisioning systems, carrier processes, and customer implementation standards while maintaining accuracy, organization, and a strong customer focus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provision new voice services, moves, adds, changes, and disconnect orders in accordance with approved designs and customer requirements.
• Configure Hosted Voice seats, call flows, auto attendants, hunt groups, voicemail, SIP trunks, analog services, and related features.
• Process Local Number Portability requests and review CSRs, LOAs, CNAM, E911, and supporting documentation for accuracy.
• Configure and prepare approved CPE, including Adtran TA900-series devices, Grandstream ATAs, and Grandstream handsets.
• Complete pre-install validation, support service turn-ups, test calling functionality, and document customer acceptance results.
• Troubleshoot routine provisioning and activation issues and coordinate escalations with vendors, carriers, Field Operations, NOC, and Engineering.
• Maintain accurate records in ticketing, provisioning, customer management, and project systems.
• Provide timely status, risk, dependency, and customer-impact updates to the manager and project stakeholders.

REQUIRED SKILLS AND QUALIFICATIONS

• Basic understanding of telecommunications, VoIP, SIP trunking, Hosted Voice, analog services, and PSTN terminology.
• Working knowledge of LNP, TNs, CSRs, LOAs, CNAM, and E911 concepts.
• Ability to learn hosted PBX platforms, Adtran gateways, Grandstream devices, and internal provisioning tools.
• Strong attention to detail, organization, problem solving, customer service, and written and verbal communication.
• Ability to manage multiple assignments, meet deadlines, and work effectively with internal teams, customers, and vendors.
• Proficiency with Microsoft Office, Teams, Outlook, ticketing systems, and CRM tools such as Salesforce.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required; associate or bachelor’s degree in technology, telecommunications, networking, or a related field preferred.
• One to three years of telecommunications, provisioning, voice services, service delivery, or related experience preferred.
• CCNA, Adtran, SIP, or comparable industry training is a plus; equivalent relevant experience may be considered.

CAREER PROGRESSION EXPECTATIONS

• Independently manages standard and medium-complexity implementations.
• Demonstrates advanced troubleshooting and working SIP knowledge.
• Assists with onboarding or cross-training and shows ownership of one product area.
• Consistently demonstrates accountability, timely communication, and accurate documentation.