Voice Analyst

About Avid SystemsAvid Systems is a Washington, DC-based managed services provider specializing in IT staff augmentation, business application development, cloud enablement, infrastructure, mobility, virtualization, cybersecurity, storage, and managed IT services. Since 2004, Avid Systems has supported government and commercial clients by delivering skilled technical talent and innovative technology solutions.Job DescriptionAvid Systems is seeking an experienced Voice Analyst to support a local government client's enterprise voice and unified communications environment in Arlington, Virginia.The ideal candidate will have strong experience with Microsoft Teams Phone, Cisco Unified Communications Manager (CUCM), and Five9, along with a solid background in telecommunications, VoIP, and cloud-based voice technologies.This position is primarily remote, with occasional onsite requirements in Arlington, VA.Key ResponsibilitiesProvide 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.Required Qualifications7+ 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.Preferred QualificationsExperience 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.Additional InformationPrimarily remote position with occasional onsite support in Arlington, VA.Initial interviews conducted virtually through Microsoft Teams.Final interviews may be conducted onsite in Arlington, VA.Selected candidates must successfully complete the client's required background check and fingerprinting process.