Remote Position
[Remote] Voice Analyst
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Avid Systems is hiring an experienced Voice Analyst to support a local government client's enterprise voice and unified communications environment. The role provides operational support and troubleshooting across cloud-based and on-premises voice systems, coordinates with technical teams, and supports system improvements and end users.
Responsibilities
- Provide Tier 2 operational support, troubleshooting, incident triage, and escalations for enterprise voice services
- Support Microsoft Teams Phone, Cisco Call Manager, Five9, and legacy analog voice systems
- Manage day-to-day operations of cloud-based and on-premises voice infrastructure
- Coordinate with managed service providers and internal network, security, cabling, and endpoint teams
- Troubleshoot VoIP, SIP, call routing, call queues, auto attendants, and IVR issues
- Generate operational reports, analytics, and performance metrics
- Lead small technical projects, system upgrades, and enhancements
- Support enterprise implementations and evaluate new voice technologies
- Develop technical documentation, operational procedures, and user training materials
- Collaborate with help desk teams and end users to resolve technical issues
Skills
- 7+ years of telecommunications and networking experience, including experience with PSTN, VoIP, SIP, SBCs, QoS, analog gateways, UCaaS, and CCaaS
- Hands-on experience with Microsoft Teams Phone and Cisco Call Manager (CUCM)
- Direct experience with Five9 or a comparable Contact Center as a Service (CCaaS) platform
- Strong understanding of call centers, call queues, auto attendants, IVR, and enterprise voice integrations
- Experience troubleshooting complex voice and network infrastructure issues
- Strong communication, documentation, and problem-solving skills
- Experience with Microsoft Power BI and PowerShell
- Previous experience supporting federal, state, or local government organizations
- Experience working in hybrid cloud and on-premises unified communications environments
Benefits
- Primarily remote position with occasional onsite support in Arlington, VA.
Company Overview
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