What are the responsibilities and job description for the Voice Analyst position at Oraapps Inc?
Job Title - Voice Analyst
Duration - 12 Months
Hybrid - 2 to 3 day's Onsite
Location - Arlington , VA
Mode of Interview - Video followed by In Person
Responsibilities
- Supporting day-to-day operations for the Clients 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 Clients 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
Qualifications
- Requirement - 7 years of telecommunications and networking experience with technologies such as PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
- Requirement - Direct experience with Teams Phone and Cisco Call Manager
- Requirement - Direct experience with Five9 or similar CCaaS product
- Preference – Familiarity with PowerBI and PowerShell
- Preference - Experience working in Federal, State or local government