Senior Voice Systems Analyst - Remote/Onsite

System One; Arlington (VA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

System One seeks a Voice Analyst to support daily operations of the County's cloud and on-prem voice services. The role will provide Tier 2 support for voice systems and act as a facilitator with the County's managed services provider for triage and escalations.

You will coordinate with internal teams for infrastructure issues, generate reports, and guide small projects and upgrades. Preference for expertise with Teams Phone, Cisco Call Manager, Five9, and government experience.

Qualifications

• 7+ years of telecommunications and networking experience with PSTN, analog gateways, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud.

Responsibilities

• Support day-to-day operations for County's voice services (cloud and on-prem).
• Provide Tier 2 support for voice systems and related integrations.
• Serve as point of facilitation for the County's MSP for triage and escalations.
• Coordinate with internal teams for hardware, infrastructure and service issues.
• Generate operations and analytics reports.
• Work with help desk, end users, and MSP.
• Evaluate new products and services.
• Lead small projects and upgrades.
• Provide technical support on larger operational efforts and projects.
• Develop operational documentation.
• Conduct end user training.

Skills

Telecommunications

Networking

VoIP

UCaaS

CCaaS

SIP

PowerShell

PowerBI

Teams Phone

Cisco Call Manager

Five9

Govt experience

Job description

System One seeks a Voice Analyst to support daily operations of the County's cloud and on-prem voice services. The role will provide Tier 2 support for voice systems and act as a facilitator with the County's managed services provider for triage and escalations.

You will coordinate with internal teams for infrastructure issues, generate reports, and guide small projects and upgrades. Preference for expertise with Teams Phone, Cisco Call Manager, Five9, and government experience.