Voice Analyst

Job Title:

Voice Analyst

Location:

Arlington, VA

Type:
Contract

Compensation:

Contractor Work Model:
Hybrid - onsite and remote

Responsibilities

+ Support day-to-day operations for cloud and on-premises voice services.

+ Provide Tier 2 support for voice systems and related integrations.

+ Act as facilitation point for the managed services provider for triage and escalations.

+ Coordinate with internal teams (cabling, network, security, endpoint, etc.) on infrastructure and service issues.

+ Generate operational and analytics reports.

+ Work closely with the help desk, end users, and managed services provider.

+ Evaluate new products and services.

+ Lead small projects and system upgrades.

+ Provide technical support for larger operational efforts and project implementations.

+ Develop operational and support documentation.

+ Conduct end-user training.

Requirements

+ 7+ years of telecommunications and networking experience (PSTN, VoIP, UCaaS, CCaaS, SIP, SBCs, QoS, cloud).

+ Hands-on experience with Cisco Call Manager and Microsoft Teams Phone.

+

Experience with Five9 or similar CCaaS platforms (preferred).

+ Experience supporting federal, state, or local government environments (preferred).

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.