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Voice Analyst (Level 2)

Powersolv

Arlington, Virginia • Today

Easy Apply

Contract, Third Party

$Depends on Experience

Job Details

Skills

cisco
CCaaS
UCaas
VOIP

Summary

Note: Hybrid (primarily remote, however onsite work is occasionally required)

The second round will be an in-person interview.

Overview:

This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Uni ed Communications team within the Customer Experience division. The Client portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy, analog voice solutions

Duties Include:

Supporting day-to-day operations for the Client's cloud and on-premise voice services
Providing Tier 2 support for issues related to the voice systems and related integrations
Serves as point of facilitation for the Client's managed services provider for triage and escalations
Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
Generating operations and analytics reports
Working with help desk, end users and Client's managed services provider
Evaluating new products and services
Leading small projects and upgrades
Providing technical support on larger operational efforts and project implementations
Developing operational documentation
Conducting end user training

Qualifications

Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
Requirement - Direct experience with Teams Phone and Cisco Call Manager
Requirement - Direct experience with Five9 or similar CCaaS product
Preference Familiarity with PowerBI and PowerShell
Preference - Experience working in federal, state or local government

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10115336
Position Id: 2026-1233
Posted 15 hours ago

Fitment

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Job Details

Skills

cisco
CCaaS
UCaas
VOIP

Summary

Note: Hybrid (primarily remote, however onsite work is occasionally required)

The second round will be an in-person interview.

Overview:

This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Uni ed Communications team within the Customer Experience division. The Client portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy, analog voice solutions

Duties Include:

Supporting day-to-day operations for the Client's cloud and on-premise voice services
Providing Tier 2 support for issues related to the voice systems and related integrations
Serves as point of facilitation for the Client's managed services provider for triage and escalations
Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
Generating operations and analytics reports
Working with help desk, end users and Client's managed services provider
Evaluating new products and services
Leading small projects and upgrades
Providing technical support on larger operational efforts and project implementations
Developing operational documentation
Conducting end user training

Qualifications

Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
Requirement - Direct experience with Teams Phone and Cisco Call Manager
Requirement - Direct experience with Five9 or similar CCaaS product
Preference Familiarity with PowerBI and PowerShell
Preference - Experience working in federal, state or local government

Dice Id: 10115336
Position Id: 2026-1233
Posted 15 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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