Voice Analyst

Job Title: Voice Analyst
Location: Arlington, VA
Type: Contract
Compensation:
Contractor Work Model: Hybrid – onsite and remote

Responsibilities

• Support day-to-day operations for cloud and on-premises voice services.
• Provide Tier 2 support for voice systems and related integrations.
• Act as facilitation point for the managed services provider for triage and escalations.
• Coordinate with internal teams (cabling, network, security, endpoint, etc.) on infrastructure and service issues.
• Generate operational and analytics reports.
• Work closely with the help desk, end users, and managed services provider.
• Evaluate new products and services.
• Lead small projects and system upgrades.
• Provide technical support for larger operational efforts and project implementations.
• Develop operational and support documentation.
• Conduct end-user training.

Requirements

• 7+ years of telecommunications and networking experience (PSTN, VoIP, UCaaS, CCaaS, SIP, SBCs, QoS, cloud).
• Hands-on experience with Cisco Call Manager and Microsoft Teams Phone.
• Experience with Five9 or similar CCaaS platforms (preferred).
• Experience supporting federal, state, or local government environments (preferred).