Technical Project Manager – UCaaS & CCaaS

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: Salaried, full-time exempt position
Pay Schedule: Paid in accordance with company payroll policies (e.g., bi-weekly or semi-monthly)
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.
Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
Responsibilities
[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]
Example: Determine and develop user requirements for systems in production, to ensure maximum usability
Qualifications
[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]
Example: Excellent verbal and written communication skills

Work arrangement
No