Voice Analyst

Full-time

Ashburn Consulting

This position will be responsible for Tier 2 operational support including triage escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Arlington Countys Department of Technology Services (DTS). The County portfolio of voice products includes Microsoft Teams Phone Cisco Call Manager Five9 call center solutions video intercoms and legacy analog voice solutions.

Duties include:

Supporting day-to-day operations for the Countys 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 Countys 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 Countys 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

Qualifications :

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

Additional Information :

Ashburn Consulting is an Equal Opportunity Affirmative Action Employer.
In compliance with the American with Disabilities Act Amendments Act (ADAAA) if you have a disability and would like to request and accommodation in order to apply for a position with Ashburn Consulting please e-mail .

Remote Work :

Employment Type :

Full-time

Apply

Vacancy posted 4 days ago

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