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).