Voice Operations Specialist Job Huntsville area,Alabama USA,IT/Tech

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas.

Military Veterans Encouraged to Apply.

Job Description:

We are seeking a Voice Operations Specialist to support the day-to-day operations, maintenance, modernization, and continuous improvement of a large-scale enterprise telecommunications environment. This position is responsible for ensuring the availability, reliability, performance, and security of enterprise voice services supporting mission-critical operations. The successful candidate will serve as a senior technical resource responsible for operational support, incident response, service restoration, lifecycle management, technology refresh activities, change management, asset tracking, and performance reporting.

This role is focused on operational excellence and service delivery within a complex enterprise voice environment and requires extensive experience managing production telecommunications systems. The ideal candidate possesses strong troubleshooting capabilities, broad experience supporting enterprise telephony platforms, excellent customer engagement skills, and the ability to work across technical, operational, and cybersecurity teams to maintain highly available communication services.

Requirements:

U.S. Citizenship is required
Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
This position is onsite 5/days a week in Huntsville, Alabama
Occasional Travel may be required

Qualifications and

Experience:

Bachelor's Degree in Information Systems, Telecommunications, Computer Science, Engineering, or related technical field. Equivalent experience may be substituted for education.
Minimum eight (8) years of experience supporting enterprise telecommunications, voice, VoIP, contact center, or unified communications environments.
Experience supporting large-scale production voice platforms with responsibility for operations, maintenance, incident response, and service delivery.
Experience supporting enterprise telephony solutions such as Cisco Unified Communications Manager (CUCM), Cisco Voice, Cisco Webex Calling, Mitel, NEC, Microsoft Teams Phone, or comparable enterprise telecommunications platforms.
Experience supporting SIP-based communications environments, voice gateways, call routing technologies, session border controllers (SBCs), and VoIP infrastructure.
Experience providing Tier 2 and Tier 3 operational support and troubleshooting.
Experience supporting environments governed by service level agreements (SLAs), incident management processes, and operational performance metrics.
Experience utilizing IT Service Management (ITSM) and ticketing platforms.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills.

Preferred Qualifications:

Experience supporting Microsoft Teams Phone, Direct Routing, Operator Connect, or other cloud-based telephony solutions.
Experience supporting enterprise telecommunications modernization or migration initiatives.
ITIL Foundation Certification.
Experience supporting Federal Government or highly regulated environments.
Familiarity with NIST, RMF, FISMA, STIGs, or other cybersecurity compliance frameworks.
Experience supporting geographically dispersed telecommunications infrastructures.

Key Responsibilities
Voice Operations & Maintenance:

Perform day-to-day operational support and maintenance of enterprise telecommunications and voice infrastructure.
Ensure the availability, reliability, and performance of voice and unified communications services.
Monitor system health and proactively identify service degradation, outages, and operational risks.
Maintain operational procedures, support documentation, and standard operating procedures.

Incident Management & Service Restoration:

Provide Tier 2 and Tier 3 support for telecommunications incidents and service disruptions.
Troubleshoot complex issues involving VoIP systems, SIP services, call routing, voice gateways, and telecommunications…