Overview
Skills
Job Details
Job Title: VoIP Analyst
Location: Hybrid - Near St. Paul, MN
Employment Type: Direct Hire
Compensation: Up to $80,000 annually
Position Summary
We are seeking a skilled and detail-oriented VoIP Analyst for a direct hire position located near St. Paul, MN. This hybrid role offers an exciting opportunity to work with modern enterprise communication platforms, including RingCentral UCaaS and NICE CXone. The VoIP Analyst will support the day-to-day operations, troubleshooting, and continuous improvement of both cloud-based and legacy voice systems to ensure reliable, high-quality communication across the organization.
Key Responsibilities
- Act as the subject matter expert for RingCentral and NICE CXone, managing configuration, support, and vendor escalation.
- Design and optimize voice workflows including IVRs, call queues, auto-attendants, and agent settings.
- Monitor VoIP performance, troubleshoot quality issues, and ensure service availability.
- Resolve Tier 2 and Tier 3 support tickets, conducting root cause analysis and implementing resolutions.
- Integrate VoIP systems with tools such as Microsoft Teams, CRM platforms, and ServiceNow.
- Collaborate with network and security teams to ensure voice traffic is properly prioritized and secured using QoS.
- Maintain detailed documentation for voice systems, processes, and procedures.
- Assist in migration from legacy systems to modern VoIP infrastructure.
- Create performance dashboards and generate analytics reports using NICE CXone tools.
- Provide training and support to end users and internal IT teams.
Additional Duties
- Ensure adherence to regulatory requirements including BSA, Patriot Act, and OFAC.
- Embody organizational values: Better Lives, Thoughtfully Compassionate, Minnesota's Best, and Give Back.
- Maintain consistent attendance and perform additional duties as needed to support department operations.
Qualifications
Required:
- High school diploma or equivalent.
- 5+ years of experience supporting enterprise voice/VoIP systems.
- 2+ years of hands-on experience with RingCentral and NICE CXone.
- Familiarity with E911 services, number porting, and telecom vendor coordination.
- Proficient in troubleshooting tools such as packet captures and MOS analysis.
Preferred:
- Certifications: RingCentral Communications Specialist, NICE CXone Certified Administrator, or similar.
- Experience with Microsoft Teams Phone, Zoom Phone, or legacy PBX systems (Cisco, Avaya, Mitel).
- Scripting experience (e.g., PowerShell, REST APIs) for automation and reporting.
- Familiarity with call recording, workforce management, and quality monitoring in contact center environments.
- Exposure to ITIL practices and ticketing systems like ServiceNow or Jira
Skills & Knowledge
- Strong understanding of VoIP technologies, SIP, RTP, QoS, and network fundamentals (LAN/WAN).
- Clear and effective communication skills for both technical and non-technical audiences.
- Analytical and detail-oriented, with a proactive problem-solving mindset.
- Ability to manage multiple priorities in a fast-paced environment.
- Team-oriented with a strong customer service focus.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.