Voice Analyst
Job Title: Voice Analyst
Location: Arlington, VA, United States
Type: Contract
Contractor Work Model: Hybrid – onsite and remote
Responsibilities
- Provide Tier 2 operational support, including triage, escalations, and project execution within the voice services program.
- Support day-to-day operations for the County's cloud and on-premise voice systems, including Microsoft Teams Phone, Cisco Call Manager, Five9, and legacy voice services.
- Act as the primary point of contact for the County's managed services provider for escalations and triage.
- Coordinate with internal teams such as cabling, network, security, and endpoints to resolve hardware, infrastructure, and service issues.
- Generate operational analytics and reports to inform system performance and troubleshooting.
- Collaborate with help desk, end users, and managed service providers to resolve voice system issues.
- Evaluate new voice products and services for potential integration.
- Lead small-scale projects and upgrades related to voice infrastructure.
- Provide technical support for larger operational initiatives and project deployments.
- Develop and maintain operational documentation for voice systems.
- Conduct end-user training to ensure proper utilization of voice services.
Requirements
- 7+ years of telecommunications and networking experience with PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud technologies.
- Direct experience with Cisco Call Manager and Teams Phone is required.
- Preference for candidates with experience in CCaaS products such as Five9 or similar.
- Experience working in federal, state, or local government environments is a plus.
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