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 p...