Minimum 7 years of telecommunications and networking experience.
Hands-on experience with Microsoft Teams Phone and Cisco Call Manager.
Experience with Five9 or a similar CCaaS platform.
Strong knowledge of PSTN, analog gateways, VoIP, call centers, and cloud-based voice services.
Excellent troubleshooting, escalation management, and communication skills.
Responsibilities
Provide day-to-day operational and Tier 2 technical support for voice systems.
Troubleshoot issues and manage escalations with service providers.
Collaborate with various technical teams to resolve service issues.
Generate operational reports and analytics for performance tracking.
Evaluate new products and lead small projects and upgrades.
Develop operational documentation and conduct end-user training.
Benefits
Hybrid work environment in Arlington, VA.
Opportunity to work with cutting-edge voice technologies.
Engagement in diverse projects across various platforms.
Collaboration with a skilled team of technical professionals.
Full Job Description
ASSYST is seeking a Unified Communications & Voice Services Engineer (Tier 2) to provide operational support, troubleshooting, escalation management, and project assistance for enterprise voice and unified communications services. The candidate will support cloud-based and on-premises voice platforms, including Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy analog voice systems.
This role involves resolving complex technical issues, coordinating with managed service providers and internal technical teams, generating operational reports, evaluating new technologies, and supporting system upgrades and implementations. The ideal candidate will have extensive experience in telecommunications and networking, with hands-on expertise in Microsoft Teams Phone, Cisco Call Manager, and Five9 or similar Contact Center as a Service (CCaaS) platforms.
