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.

: #851-Rockville-S1

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.