Telecommunication Analyst

Radiant Digital•Arlington, VA

2d•Hybrid

About The Position

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 Department of Technology Services (DTS). The portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy voice services.

Requirements

7+ years of telecommunications and networking experience with technologies such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
Direct experience with Cisco Call Manager and Teams Phone

Nice To Haves

Direct experience with Five9 or similar CCaaS product
Experience working in federal, state or local government

Responsibilities

Supporting day-to-day operations for the County's 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 County's 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 County’s 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