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.