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 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.
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Ref: #851-Rockville-S1
