Voice Analyst (Level 2)

Overview

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 Uni ed Communications team. The Client 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 Client's 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 County'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

Qualifications

• Requirement - 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
• Preference - Experience working in federal, state or local government

Interview Process

• First round interviews will be an on-camera Teams video sessions.
• Second round interviews will be held in person in Arlington, Virginia