Job#: 3055978 Job Description: Voice Analyst
If interested, please send most updated resume to
Location: Arlington, Virginia (Hybrid)
Pay Rate: $25-35 / hr
Clearance:
Role Overview
We are seeking an experienced Voice Analyst to provide Tier 2 operational support for a broad portfolio of cloud-based, on-premises, and legacy voice technologies. This position will be responsible for technical troubleshooting, system escalations, operational projects, reporting, documentation, and end-user support. The environment includes Microsoft Teams Phone, Cisco Unified Communications Manager, Five9 contact center solutions, video intercom systems, and legacy analog voice technologies.
Key Responsibilities
- Support daily operations for cloud-based and on-premises voice services.
- Provide Tier 2 technical support for voice systems and related integrations.
- Triage technical issues and facilitate escalations with the managed services provider.
- Coordinate with cabling, network, security, endpoint, and other internal teams to resolve hardware, infrastructure, and service issues.
- Work closely with the help desk, end users, internal teams, and external service providers.
- Generate operational and analytical reports.
- Evaluate new voice products, services, and technologies.
- Lead small projects, system upgrades, and operational improvements.
- Provide technical support for larger project implementations and operational initiatives.
- Develop and maintain technical and operational documentation.
- Conduct training for end users.
Required Qualifications
Experience: Seven or more years of telecommunications and networking experience.
Technical Skills:- Strong knowledge of voice and communications technologies, including PSTN, VoIP, SIP and Session Border Controllers, Analog gateways, Call centers and call queues, Auto attendants and IVR, UCaaS and CCaaS platforms, Quality of Service, and Cloud-based voice solutions.
- Direct, hands-on experience with Microsoft Teams Phone.
- Direct experience with Cisco Unified Communications Manager, also known as Cisco Call Manager.
- Experience with Five9 or a comparable CCaaS platform.
- Ability to troubleshoot complex voice, network, integration, and infrastructure issues.
- Experience coordinating technical escalations across internal teams and external service providers.
Preferred Qualifications
- Familiarity with Power BI.
- Familiarity with PowerShell.
- Previous experience supporting a federal, state, or local government environment.
Compensation & Benefits
A comprehensive benefits package is available to eligible employees.
Interview and Onboarding Process
The first interview will be conducted through an on-camera Microsoft Teams video session. Candidates selected for the second round will interview in person. The selected candidate must complete fingerprinting before the official start date in accordance with background-check requirements.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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