What are the responsibilities and job description for the Voice Analyst position at Radiant Digital Solutions LLC?
Position: Voice Analyst Location: Hybrid - Arlington, VA Duration: 12 Months Job Summary:
- Provide Tier 2 operational support for cloud and on-premise voice services.
- Triage and escalate voice system issues, serving as liaison with managed services provider.
- Support a portfolio of voice products including Microsoft Teams Phone, Cisco Call Manager, Five9 call center, video intercoms, and legacy systems.
- Coordinate with internal teams (cabling, network, security, endpoint, etc.) to address hardware, infrastructure, and service concerns.
- Generate operations and analytics reports for voice services.
- Collaborate with help desk staff, end users, and managed services provider for issue resolution.
- Evaluate and recommend new voice products and services.
- Lead small projects and system upgrades related to voice services.
- Provide technical support for larger operational initiatives and project implementations.
- Develop and maintain operational documentation for voice systems.
- Conduct end user training on voice platforms.
- Ensure compliance with departmental processes and standards.
- 7 years of telecommunications and networking experience (PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud).
- Direct, hands-on experience with Cisco Call Manager and Microsoft Teams Phone.
- Experience with Five9 or similar CCaaS solutions.
- Experience working in federal, state, or local government environments.