Voice Analyst

Job Description

A client of Insight Global is seeking a Voice Analyst (Telecom Support) to join their telecom team in Orlando, FL. This individual will support enterprise voice and communication systems, focusing on Cisco-based platforms and contact center technologies.

The analyst will be responsible for troubleshooting and resolving telecom-related issues across hardware, software, and network systems while ensuring minimal downtime and optimal system performance. They will proactively monitor system capacity, coordinate with vendors for maintenance and upgrades, and support ongoing operational needs through help desk ticket resolution aligned with SLAs.

This role involves both technical support and project-related responsibilities, including defining requirements, estimating effort, and contributing to implementation and system enhancements. The ideal candidate will collaborate cross-functionally with other teams, build strong relationships with stakeholders, and recommend improvements related to system performance and new technologies.

Additional responsibilities include administering Cisco communication platforms, supporting end users with break/fix issues, performing MAC requests, and assisting with training or mentoring team members as needed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 3–5+ years of hands-on telecom/voice support experience

• Strong experience with Cisco CUCM (Call Manager)

• Experience supporting Cisco Unity Connection

• Experience with contact center platforms (Talkdesk, Genesys, Five9, UCCE, etc.)

• Ability to troubleshoot voice/network/system issues (hardware, software, networking)

• Experience performing MAC (Move/Add/Change) requests and break/fix support

• Knowledge of telecom networks and infrastructure

• Experience handling help desk tickets and working within SLAs • Experience with Microsoft Teams Voice

• Cloud contact center platform experience

• Prior experience in healthcare environments

• Project coordination or project management experience

• Associate’s degree in IT, Computer Science, or related field