End User Trainer - Contractor

Overview:We are seeking a technically proficient End User Trainer to support the deployment, adoption, and effective use of UCaaS platforms, with a primary focus on Zoom and RingCentral. This role blends technical knowledge of unified communications, voice, and collaboration platforms with strong instructional and facilitation skills to ensure successful end-user enablement. Key Responsibilities:Deliver instructor-led (virtual and in-person) training for Zoom UCaaS and RingCentral UCaaS solutions, including voice, meetings, messaging, presence, and contact center basics Explain UCaaS architecture and features at an end-user and power-user level, including call flows, device usage, softphones, mobile clients, and desktop applications Train users on telephony concepts such as extensions, DID usage, call routing, voicemail, call queues, auto attendants, call forwarding, and emergency calling (E911) basics Provide training on user-level administration tasks, including profile configuration, device management, voicemail settings, and feature customization Support go-live activities by delivering floor support, office hours, and post-migration training sessions Develop and maintain technical training content, including user guides, FAQs, videos, and knowledge base articles Troubleshoot common end-user UCaaS issues and escalate complex problems to engineering or support teams Collaborate with UCaaS engineers, project managers, and customer stakeholders to align training with technical designs and deployment timelines Collect user feedback and adoption metrics to continuously improve training effectiveness Required Technical Qualifications:Hands-on experience with Zoom UCaaS and/or RingCentral UCaaS platforms Working knowledge of VoIP fundamentals (SIP, codecs, QoS concepts, latency, jitter, packet loss) at a conceptual level Familiarity with UCaaS features such as call queues, auto attendants, hunt groups, shared lines, and integrations Experience supporting desktop, mobile, and desk phone endpoints (Windows, macOS, iOS, Android, and common IP phones) Ability to interpret basic call quality issues and guide users through corrective actions Required Skills:Strong technical communication and presentation skills Ability to translate complex UCaaS and VoIP concepts into clear, user-focused instruction Comfortable training both non-technical users and power users/admin assistants Excellent troubleshooting and problem-solving skills Preferred Qualifications:Zoom and/or RingCentral certifications Experience supporting UCaaS migrations or enterprise rollouts Familiarity with contact center concepts or integrations (CRM, calendaring, SSO) Background in IT support, network operations, or systems administration PDN-a1cbbb6f-0d03-4c0a-a938-eae981d4bbbc