IT Voice & Collaboration Consultant

This role supports the migration of the organization’s cloud-based telephony platform from Avaya to Microsoft Teams Phone, working closely with an implementation partner to ensure a smooth transition and minimal disruption for users. The consultant will assist with configuring Teams voice features, onboarding users, troubleshooting issues, and serve as a Tier 2/3 escalation point while also providing ongoing Day 2 operational support. In addition, the role supports IT service delivery by helping with new‑hire onboarding, including device provisioning, mobile setup, and ensuring employees have the necessary technology and tools for a successful start.

7 months to start

• Proactive and experienced IT Voice & Collaboration Consultant to support the migration of our existing cloud-based telephony platform (Avaya) to Microsoft Teams soft phones.
• Work closely with the selected implementation partner during migration to ensure a smooth transition, minimize user disruption, and support successful adoption of the Microsoft Teams voice ecosystem.
• Collaborate with internal stakeholders and the implementation partner to assist with coordination, testing, user readiness, and issue resolution.
• After project completion, serve as the primary operational contact for Day 2 support activities, including troubleshooting, optimization, and ongoing service delivery related to Teams voice and end‑user communications.

The ideal candidate brings strong hands‑on experience with Microsoft Teams voice, cloud telephony migrations, and general endpoint support, along with excellent communication skills and a proactive, customer‑focused approach.

• Proactive problem‑solver who anticipates needs and takes initiative.
• Detail‑oriented with a focus on delivering a smooth, professional onboarding experience.
• Comfortable working in a fast‑paced environment and adapting to changing priorities.

• Partner with vendor on onboarding of Microsoft Teams Phone users, call queues, auto‑attendants, and resource accounts.
• Configure calling plans, Direct Routing, or Operator Connect as applicable.
• Assist with the migration of users from legacy (Avaya) voice systems to Microsoft Teams Phone.
• Run metrics and surveys to measure overall voice solutions for the organization and gather feedback.
• Configure and maintain voice policies, routing rules, dial plans, and calling features.
• Mobile phone ordering, set‑up, troubleshooting, and porting assistance.
• Perform regular system health checks and proactive maintenance.
• Act as Tier 2/3 escalation point for voice‑related incidents.
• Create and maintain technical documentation, call flow diagrams, and standard operating procedures.
• Work with hiring managers to identify and fulfill technology requirements for new employees, including configuration and deployment of laptops, desktops, and mobile devices prior to start dates.
• Conduct new‑hire orientations, ensuring employees are equipped with the tools and knowledge to succeed.
• Maintain accurate inventory and documentation of issued equipment.
• Act as a point of contact for onboarding‑related questions and troubleshooting during the initial employment phase.
• Proactively identify opportunities to improve onboarding processes and enhance the employee experience.
• Support IT Service Delivery by provisioning and configuring Microsoft Teams phones, mobile devices, and associated hardware/software, ensuring a consistent and seamless end‑user experience across both Windows and macOS environments.

• Strong understanding of onboarding workflows and technology setup.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and meet deadlines.

• Prior on‑prem / cloud experience for phone migrations.
• Familiarity with macOS and Apple ecosystem & iPhone setup/troubleshooting.
• Experience with device management tools (e.g., MAM solutions).
• Experience ordering cell phones through major carrier portals.
• Microsoft Teams or M365‑related certifications.