Voice Analyst

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

Job Title: Voice Analyst

Work Model: Remote– onsite as needed Arlington Va

Responsibilities

• 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

Requirements

• 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

System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions 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 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.

#M1

Ref: #851-Rockville-S1