Voice Architect: Teams Phone, CUCM & Five9 (Remote)

Avid Systems LLC; Arlington (VA); A distancia; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Avid Systems is seeking an experienced Voice Analyst to support a local government client's enterprise voice and unified communications environment in Arlington, Virginia.

The ideal candidate will have strong experience with Microsoft Teams Phone, Cisco Unified Communications Manager (CUCM), and Five9, along with a solid background in telecommunications, VoIP, and cloud-based voice technologies. This position is primarily remote, with occasional onsite requirements in Arlington, VA.

Formación

• 7+ years of telecommunications and networking experience.
• Hands-on experience with Microsoft Teams Phone and Cisco Call Manager (CUCM).
• Direct experience with Five9 or a comparable CCaaS platform.
• Strong understanding of call centers, call queues, auto attendants, IVR, and enterprise voice integrations.
• Experience troubleshooting complex voice and network infrastructure issues.
• Strong communication, documentation, and problem-solving skills.

Responsabilidades

• Provide Tier 2 operational support, troubleshooting, incident triage, and escalations for enterprise voice services.
• Support Microsoft Teams Phone, Cisco Call Manager, Five9, and legacy analog voice systems.
• Manage day-to-day operations of cloud-based and on-premises voice infrastructure.
• Coordinate with managed service providers and internal network, security, cabling, and endpoint teams.
• Troubleshoot VoIP, SIP, call routing, call queues, auto attendants, and IVR issues.
• Generate operational reports, analytics, and performance metrics.
• Lead small technical projects, system upgrades, and enhancements.
• Support enterprise implementations and evaluate new voice technologies.
• Develop technical documentation, operational procedures, and user training materials.
• Collaborate with help desk teams and end users to resolve technical issues.

Conocimientos

VoIP expertise

CUCM experience

Teams Phone

Five9 CCaaS

UCaaS knowledge

SIP

Herramientas

PowerShell

Power BI

Descripción del empleo

Avid Systems is seeking an experienced Voice Analyst to support a local government client's enterprise voice and unified communications environment in Arlington, Virginia.

The ideal candidate will have strong experience with Microsoft Teams Phone, Cisco Unified Communications Manager (CUCM), and Five9, along with a solid background in telecommunications, VoIP, and cloud-based voice technologies. This position is primarily remote, with occasional onsite requirements in Arlington, VA.