Voice Analyst

Arlington, VA

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Type: Contract

Experience: 0

Category: Information Technology

Contractor Work Model: Hybrid

Brand: System One

Compensation Range: 45.00 - 48.00 Per Hour

Job ID: 349159

Date Posted: 04/14/2026

Shortcut: http://jobs.systemone.com/uEkavl


Job Title: Voice Analyst
Location: Arlington, VA, United States
Type: Contract
Contractor Work Model: Hybrid – onsite and remote

Responsibilities

  • Provide Tier 2 operational support, including triage, escalations, and project execution within the voice services program.
  • Support day-to-day operations for the County's cloud and on-premise voice systems, including Microsoft Teams Phone, Cisco Call Manager, Five9, and legacy voice services.
  • Act as the primary point of contact for the County's managed services provider for escalations and triage.
  • Coordinate with internal teams such as cabling, network, security, and endpoints to resolve hardware, infrastructure, and service issues.
  • Generate operational analytics and reports to inform system performance and troubleshooting.
  • Collaborate with help desk, end users, and managed service providers to resolve voice system issues.
  • Evaluate new voice products and services for potential integration.
  • Lead small-scale projects and upgrades related to voice infrastructure.
  • Provide technical support for larger operational initiatives and project deployments.
  • Develop and maintain operational documentation for voice systems.
  • Conduct end-user training to ensure proper utilization of voice services.

Requirements

  • 7+ years of telecommunications and networking experience with PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud technologies.
  • Direct experience with Cisco Call Manager and Teams Phone is required.
  • Preference for candidates with experience in CCaaS products such as Five9 or similar.
  • Experience working in federal, state, or local government environments is a plus.


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