Voice Analyst (Level 2)

Note: Hybrid (primarily remote, however onsite work is occasionally required)

The second round will be an in-person interview.

Overview:

• 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 Uni ed Communications team within the Customer Experience division. The Client 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 Client'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 Client'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 Client'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

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