Telecommunications Analyst

Ora Apps Inc.; Arlington (VA); On-site; USD 80,000 - 100,000; Full time

Job summary

A technology company based in Arlington County is seeking a candidate for the Tier 2 operational support role, focused on managing cloud and on-premise voice services. Responsibilities include providing technical support, coordinating with internal teams, and generating operational reports. The ideal candidate should have over 7 years of telecommunications experience, with a strong background in Cisco Call Manager and Teams Phone, as well as familiarity with Five9 CCaaS solutions.

Qualifications

• 7+ years of telecommunications and networking experience.
• Direct experience with Cisco Call Manager and Teams Phone.
• Experience with Five9 or similar CCaaS is preferred.

Responsibilities

• Support day-to-day operations for cloud and on-premise voice services.
• Provide Tier 2 support for voice systems and integrations.
• Coordinate with internal teams for service issues.
• Generate operations and analytics reports.
• Lead small projects and upgrades.

Skills

Telecommunications experience

Networking experience

PSTN

VoIP

call centers

IVR

UCaaS

CCaaS

SIP

SBCs

QoS

cloud technologies

Cisco Call Manager

Teams Phone

Five9 or similar CCaaS product

Job description

Overview

This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Arlington County's Department of Technology Services (DTS). The County portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy voice services.

Duties Include

• Supporting day-to-day operations for the County's cloud and on-premise voice services
• Providing Tier 2 support for issues related to the voice systems and related integrations
• Serves as point of facilitation for the County's managed services provider for triage and escalations
• Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
• Generating operations and analytics reports
• Working with help desk, end users and County’s managed services provider
• Evaluating new products and services
• Leading small projects and upgrades
• Providing technical support on larger operational efforts and project implementations
• Developing operational documentation
• Conducting end user training

Qualifications

• Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
• Requirement - Direct experience with Cisco Call Manager and Teams Phone
• Preference – Direct experience with Five9 or similar CCaaS product
• Preference - Experience working in federal, state or local government