Ashburn Voice Anaylst
Listed on 2026-10-20
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IT/Tech
Technical Support, Systems Engineer
Voice Analyst
We are seeking an experienced Voice Analyst to provide Tier 2 operational support for a broad portfolio of cloud-based, on-premises, and legacy voice technologies. This position will be responsible for technical troubleshooting, system escalations, operational projects, reporting, documentation, and end-user support. The environment includes Microsoft Teams Phone, Cisco Unified Communications Manager, Five9 contact center solutions, video intercom systems, and legacy analog voice technologies.
Key Responsibilities
- Support daily operations for cloud-based and on-premises voice services.
- Provide Tier 2 technical support for voice systems and related integrations.
- Triage technical issues and facilitate escalations with the managed services provider.
- Coordinate with cabling, network, security, endpoint, and other internal teams to resolve hardware, infrastructure, and service issues.
- Work closely with the help desk, end users, internal teams, and external service providers.
- Generate operational and analytical reports.
- Evaluate new voice products, services, and technologies.
- Lead small projects, system upgrades, and operational improvements.
- Provide technical support for larger project implementations and operational initiatives.
- Develop and maintain technical and operational documentation.
- Conduct training for end users.
Required Qualifications
Experience:
Seven or more years of telecommunications and networking experience.
Technical Skills
- Strong knowledge of voice and communications technologies, including PSTN, VoIP, SIP and Session Border Controllers, Analog gateways, Call centers and call queues, Auto attendants and IVR, UCaaS and CCaaS platforms, Quality of Service, and Cloud-based voice solutions.
- Direct, hands-on experience with Microsoft Teams Phone.
- Direct experience with Cisco Unified Communications Manager, also known as Cisco Call Manager.
- Experience with Five9 or a comparable CCaaS platform.
- Ability to troubleshoot complex voice, network, integration, and infrastructure issues.
- Experience coordinating technical escalations across internal teams and external service providers.
Preferred Qualifications
- Familiarity with Power BI.
- Familiarity with Power Shell.
- Previous experience supporting a federal, state, or local government environment.
Compensation & Benefits
A comprehensive benefits package is available to eligible employees.
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