Voice Operations Analyst: Teams Phone & UCaaS (Hybrid)

Apex Systems; Arlington (VA); Hybride; USD 34 000 - 48 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401K plan with company matching

ESPP and professional development

Résumé du poste

Apex Systems in Arlington, VA is seeking an experienced Voice Analyst to support a mix of cloud, on-premises, and legacy voice systems. The role requires troubleshooting, reporting, documentation, and end-user support across Teams Phone, Cisco UC, Five9 CCaaS, and related technologies.

The ideal candidate has 7+ years in telecom/networking, strong voice tech expertise, and hands-on experience with Microsoft Teams Phone and Cisco UC products.

Qualifications

• Seven or more years of telecommunications and networking experience.
• Strong knowledge of voice and communications technologies (PSTN, VoIP, SIP, QoS).
• Direct experience with Microsoft Teams Phone and Cisco UC products.
• Experience with Five9 or similar CCaaS platforms.
• Ability to troubleshoot complex voice, network, and integration issues.
• Ability to coordinate escalations across internal teams and providers.

Responsabilités

• Provide Tier 2 operational support for voice services (cloud and on-premises).
• Triage technical issues and coordinate escalations with MSPs.
• Generate operational and analytical reports for stakeholders.
• Lead small projects and system upgrades.
• Develop and maintain technical and operational documentation.
• Conduct end-user training.

Connaissances

Voice tech

PSTN

VoIP

SIP

UCaaS/CCaaS

Teams Phone

Troubleshooting

Escalation management

PowerShell

Power BI

Formation

Bachelor's degree or equivalent in a related field

Outils

Microsoft Teams Phone

Cisco Unified Communications Manager

Five9

Cisco Call Manager

Description du poste

Apex Systems in Arlington, VA is seeking an experienced Voice Analyst to support a mix of cloud, on-premises, and legacy voice systems. The role requires troubleshooting, reporting, documentation, and end-user support across Teams Phone, Cisco UC, Five9 CCaaS, and related technologies.

The ideal candidate has 7+ years in telecom/networking, strong voice tech expertise, and hands-on experience with Microsoft Teams Phone and Cisco UC products.