Unified Communications & Voice Services Engineer

Saxon Global • Arlington, VA

10d

About The Position

Seeking a Unified Communications & Voice Services Engineer (Tier 2) to provide operational support, troubleshooting, escalation management, and project assistance for enterprise voice and unified communications services. The candidate will support cloud-based and on-premises voice platforms, including Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy analog voice systems. This role involves resolving complex technical issues, coordinating with managed service providers and internal technical teams, generating operational reports, evaluating new technologies, and supporting system upgrades and implementations.

Requirements

• Minimum 7 years of telecommunications and networking experience.
• Hands-on experience with Microsoft Teams Phone and Cisco Call Manager.
• Experience with Five9 or a similar CCaaS platform.
• Strong knowledge of PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud-based voice services.
• Strong troubleshooting, escalation management, coordination, and communication skills.

Nice To Haves

• Familiarity with Power BI and PowerShell.
• Experience in federal, state, or local government environments.

Responsibilities

• Provide day-to-day operational and Tier 2 technical support for voice systems and integrations.
• Troubleshoot issues, manage escalations, and coordinate with managed service providers.
• Collaborate with network, security, cabling, endpoint, and help desk teams to resolve service and infrastructure issues.
• Generate operational reports and analytics.
• Evaluate new products, lead small projects and upgrades, and support larger implementations.
• Develop operational documentation and conduct end-user training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed