Job Description:

We are seeking a Voice Operations Specialist to support the day-to-day operations, maintenance, modernization, and continuous improvement of a large-scale enterprise telecommunications environment. This position is responsible for ensuring the availability, reliability, performance, and security of enterprise voice services supporting mission-critical operations.

The successful candidate will serve as a senior technical resource responsible for operational support, incident response, service restoration, lifecycle management, technology refresh activities, change management, asset tracking, and performance reporting. This role is focused on operational excellence and service delivery within a complex enterprise voice environment and requires extensive experience managing production telecommunications systems.

The ideal candidate possesses strong troubleshooting capabilities, broad experience supporting enterprise telephony platforms, excellent customer engagement skills, and the ability to work across technical, operational, and cybersecurity teams to maintain highly available communication services.

Requirements:

• U.S. Citizenship is required
• Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
• This position is onsite 5/days a week in Huntsville, Alabama
• Occasional Travel may be required

Qualifications and Experience:

• Bachelor's Degree in Information Systems, Telecommunications, Computer Science, Engineering, or related technical field. Equivalent experience may be substituted for education.
• Minimum eight (8) years of experience supporting enterprise telecommunications, voice, VoIP, contact center, or unified communications environments.
• Experience supporting large-scale production voice platforms with responsibility for operations, maintenance, incident response, and service delivery.
• Experience supporting enterprise telephony solutions such as Cisco Unified Communications Manager (CUCM), Cisco Voice, Cisco Webex Calling, Mitel, NEC, Microsoft Teams Phone, or comparable enterprise telecommunications platforms.
• Experience supporting SIP-based communications environments, voice gateways, call routing technologies, session border controllers (SBCs), and VoIP infrastructure.
• Experience providing Tier 2 and Tier 3 operational support and troubleshooting.
• Experience supporting environments governed by service level agreements (SLAs), incident management processes, and operational performance metrics.
• Experience utilizing IT Service Management (ITSM) and ticketing platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications:

• Experience supporting Microsoft Teams Phone, Direct Routing, Operator Connect, or other cloud-based telephony solutions.
• Experience supporting enterprise telecommunications modernization or migration initiatives.
• ITIL Foundation Certification.
• Experience supporting Federal Government or highly regulated environments.
• Familiarity with NIST, RMF, FISMA, STIGs, or other cybersecurity compliance frameworks.
• Experience supporting geographically dispersed telecommunications infrastructures.

Key Responsibilities

Voice Operations & Maintenance:

• Perform day-to-day operational support and maintenance of enterprise telecommunications and voice infrastructure.
• Ensure the availability, reliability, and performance of voice and unified communications services.
• Monitor system health and proactively identify service degradation, outages, and operational risks.
• Maintain operational procedures, support documentation, and standard operating procedures.

Incident Management & Service Restoration:

• Provide Tier 2 and Tier 3 support for telecommunications incidents and service disruptions.
• Troubleshoot complex issues involving VoIP systems, SIP services, call routing, voice gateways, and telecommunications infrastructure.
• Coordinate issue resolution across technical teams, vendors, and service providers.
• Perform root cause analysis and implement corrective actions to prevent recurring incidents.
• Support after-hours maintenance windows and critical incident response activities as required.

Change & Configuration Management:

• Develop and execute implementation, testing, validation, and rollback plans for infrastructure changes.
• Participate in enterprise change management and configuration control processes.
• Maintain accurate configuration documentation and system inventories.
• Support software upgrades, firmware updates, system maintenance, and technology refresh initiatives.

Operational Reporting & Performance Management:

• Develop and maintain operational dashboards, reports, and service metrics.
• Track incidents, outages, SLA performance, system availability, and operational trends.
• Prepare recurring and ad hoc status reports for management and stakeholders.
• Analyze operational performance data and recommend service improvements.

Asset & Lifecycle Management:

• Support telecommunications hardware, software, licensing, and inventory management activities.
• Maintain accurate asset records and lifecycle tracking information.
• Assist with capacity planning, technology refresh initiatives, and replacement planning.
• Coordinate with vendors and suppliers regarding support agreements, licensing, and service delivery.

Security & Compliance:

• Support patch management, vulnerability remediation, and cybersecurity compliance initiatives.
• Assist with audits, security assessments, and accreditation activities.
• Ensure telecommunications systems operate in accordance with organizational security policies and operational standards.
• Support implementation of corrective actions resulting from security findings or operational reviews.

Customer & Stakeholder Support:

• Provide technical guidance and support to customers and stakeholders.
• Coordinate service requests, moves, adds, changes, and operational support activities.
• Support communications and outreach efforts related to voice services and planned maintenance activities.
• Foster strong working relationships across operational, engineering, cybersecurity, and program management teams.

Compensation and Benefits:

At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

Veterans First Commitment:

As a Service-Disabled Veteran-Owned Small Business (SDVOSB), NDi is dedicated to hiring veterans and providing a supportive work environment that honors their service while recognizing the unique skills and experiences they bring to our organization.