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.

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