Overview This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Arlington County's Department of Technology Services (DTS). The County portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy voice services.Duties Include Supporting day-to-day operations for the County's cloud and on-premise voice servicesProviding Tier 2 support for issues related to the voice systems and related integrationsServes as point of facilitation for the County's managed services provider for triage and escalationsCoordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issuesGenerating operations and analytics reportsWorking with help desk, end users and County's managed services providerEvaluating new products and servicesLeading small projects and upgradesProviding technical support on larger operational efforts and project implementationsDeveloping operational documentationConducting end user trainingQualifications Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloudRequirement - Direct experience with Cisco Call Manager and Teams PhonePreference – Direct experience with Five9 or similar CCaaS productPreference - Experience working in federal, state or local government#J-18808-Ljbffr