Voice Analyst

ASSYST, Inc.•Arlington, VA

1d•Hybrid

About The Position

ASSYST is seeking a skilled Voice Analyst to support our client project in Arlington, Virginia. This is a hybrid role, primarily remote with occasional onsite work required. The selected candidate will provide Tier 2 operational support for Arlington County’s voice services environment, supporting both cloud-based and on-premise unified communications platforms. This role is part of the Voice Services Program within the Unified Communications Team, under the Customer Experience Division of the Department of Technology Services (DTS). The ideal candidate will have strong experience in telecommunications, VoIP systems, and unified communications technologies, with the ability to troubleshoot, support, and enhance enterprise voice solutions.

Requirements

7+ years of experience in telecommunications and networking
Strong expertise in: PSTN, VoIP, SIP IVR systems and call center technologies UCaaS and CCaaS platforms Session Border Controllers (SBCs) Quality of Service (QoS) Cloud-based voice solutions
Hands-on experience with: Cisco Call Manager (CUCM) Microsoft Teams Phone

Responsibilities

Provide day-to-day operational support for cloud-based and on-premise voice systems
Deliver Tier 2 support, including issue triage, troubleshooting, and escalations
Act as a liaison with the County’s managed services provider for issue resolution and escalations
Collaborate with internal teams (network, security, cabling, endpoint teams) to resolve infrastructure and service-related issues
Support and maintain voice platforms including: Microsoft Teams Phone Cisco Call Manager Five9 (or similar CCaaS solutions) Video intercom and legacy voice systems
Generate operational reports and analytics to support decision-making and performance tracking
Work closely with help desk teams, end users, and external vendors
Evaluate and recommend new voice technologies and services
Lead small-scale projects, upgrades, and enhancements
Provide support for larger enterprise projects and implementations
Develop and maintain technical and operational documentation
Conduct end-user training sessions on voice systems and tools