Voice Analyst

Ashburn Consulting LLC; Arlington (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Ashburn Consulting LLC, a Washington, DC metro area firm, seeks a Tier 2 voice operations specialist in Arlington County, VA. You will support cloud and on-premise voice services, coordinate with the MSP, and drive small projects and improvements across UCaaS and CCaaS environments.

You will collaborate with cross-functional teams, produce operational reports, and prepare documentation while training users.

Qualifications

• 7+ years of telecommunications and networking experience with PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
• Direct experience with Teams Phone and Cisco Call Manager
• Direct experience with Five9 or similar CCaaS product
• Familiarity with PowerBI and PowerShell
• Experience working in federal, state or local government

Responsibilities

• Support day-to-day operations for the County's cloud and on-premise voice services
• Provide Tier 2 support for voice systems and related integrations
• Act as liaison for the County's managed services provider for triage and escalations
• Coordinate with internal teams for hardware, infrastructure and service issues
• Generate operations and analytics reports
• Collaborate with help desk, end users, and MSP
• Evaluate new products and services
• Lead small projects and upgrades
• Support larger operational efforts and project implementations
• Develop operational documentation
• Conduct end user training

Skills

PSTN

Analog gateways

VoIP

Call centers

IVR

UCaaS

CCaaS

SIP

QoS

Cloud

Teams Phone

Cisco Call Manager

Tools

Five9

Job description

Company Description

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized and highly regarded within the network and security communities.

Company Description

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized and highly regarded within the network and security communities.

Job Description

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, analog voice solutions.

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, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud

• Requirement - Direct experience with Teams Phone and Cisco Call Manager
• Requirement - Direct experience with Five9 or similar CCaaS product
• Preference – Familiarity with PowerBI and PowerShell
• Preference - Experience working in federal, state or local government

Additional Information

Ashburn Consulting is an Equal Opportunity Aff…

In compliance with the American with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request and accommodation in order to apply for a position with Ashburn Consulting, please e-mail [e-mail].”