Voice Analyst

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 u with break/fix issues, performing MAC requests, and assisting with training or mentoring team members as needed.

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Required Skills & Experience
• 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


Nice to Have Skills & Experience
• 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


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.