Provide Tier 2 technical support for VoIP services, diagnosing escalated customer issues involving SIP, call routing, registration, network performance, and call quality. Analyze SIP traces and packet captures, manage IP phones and ATAs, document root causes and resolutions, coordinate with NOC, engineering, carriers, and vendors, and communicate proactively with customers. The role also supports Tier 1 staff and requires fluent French and English.

Leads end-to-end technical implementations for business customers, coordinating internal teams and partners from kickoff through service activation. Manages timelines, requirements, configurations, documentation, risks, dependencies, and customer communications. Provisions, validates, and troubleshoots VoIP solutions while tracking work in Zendesk and internal tools. Drives process improvements and supports transformation initiatives that improve onboarding efficiency, project visibility, and customer experience.