Voice Analyst
Job Location:
Arlington County, VA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 :
No
Employment Type :
Full-time
About Company
Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed ... View more
