Voice Analyst

Position: Voice Analyst Location: Hybrid - Arlington, VA Duration: 12 Months Job Summary:

• Provide Tier 2 operational support for cloud and on-premise voice services.
• Triage and escalate voice system issues, serving as liaison with managed services provider.
• Support a portfolio of voice products including Microsoft Teams Phone, Cisco Call Manager, Five9 call center, video intercoms, and legacy systems.
• Coordinate with internal teams (cabling, network, security, endpoint, etc.) to address hardware, infrastructure, and service concerns.
• Generate operations and analytics reports for voice services.
• Collaborate with help desk staff, end users, and managed services provider for issue resolution.
• Evaluate and recommend new voice products and services.
• Lead small projects and system upgrades related to voice services.
• Provide technical support for larger operational initiatives and project implementations.
• Develop and maintain operational documentation for voice systems.
• Conduct end user training on voice platforms.
• Ensure compliance with departmental processes and standards.

Required Skills/Experience

• 7+ years of telecommunications and networking experience (PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud).
• Direct, hands-on experience with Cisco Call Manager and Microsoft Teams Phone.

Preferred Skills/Experience

• Experience with Five9 or similar CCaaS solutions.
• Experience working in federal, state, or local government environments.