What are the responsibilities and job description for the Tier 2- Telecom / Voice Analyst (Cisco Call Manager / Teams Phone) position at Jobs via Dice?
Trigyn's direct govt. client has an urgent long-term contract opportunity for a Tier 2 Voice Analyst in Arlington, VA (Remote/Hybrid).
NOTE: This position is primarily REMOTE, however onsite work will be occasionally required.
Description:
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 client's Department of Technology Services (DTS). The portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy voice services.
Duties include:
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.
NOTE: This position is primarily REMOTE, however onsite work will be occasionally required.
Description:
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 client's Department of Technology Services (DTS). The 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 cloud and on-premise voice services
- Providing Tier 2 support for issues related to the voice systems and related integrations
- Serves as point of facilitation for the client's managed services provider for triage and escalations
- Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
- Generating operations and analytics reports
- Working with help desk, end users and client?s managed services provider
- Evaluating new products and services
- Leading small projects and upgrades
- Providing technical support on larger operational efforts and project implementations
- Developing operational documentation
- Conducting end user training
- Requirement - At least 5-7 years of telecommunications and networking experience with technologies such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
- Requirement - Direct experience with Cisco Call Manager and Teams Phone
- Preference ? Direct experience with Five9 or similar CCaaS product a plus
- Preference - Experience working in federal, state or local government a plus
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.