Voice Analyst (VoIP)

Location: Arlington, Virginia, United States; hybrid work with onsite attendance as needed

Company

hirify.global delivers outsourced services and workforce solutions across North America.

What you will do

• Support day-to-day operations for cloud and on-premise voice services.
• Provide Tier 2 support for voice systems, integrations, and related incidents.
• Coordinate triage and escalations with the managed services provider and internal infrastructure teams.
• Generate operations and analytics reports and evaluate new products and services.
• Lead small projects and upgrades while supporting larger implementations.
• Develop operational documentation and conduct end-user training.

Requirements

• 7+ years of telecommunications and networking experience, including PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud technologies.
• Direct experience with Teams Phone and Cisco Call Manager.
• Direct experience with Five9 or a similar CCaaS product.
• Ability to work in a hybrid arrangement with onsite attendance in Arlington, Virginia, as needed.

Nice to have

• Familiarity with Power BI and PowerShell.
• Experience working in federal, state, or local government.

Culture & Benefits

• Contract engagement with hybrid work arrangements.
• Eligible employees may receive medical, dental, vision, spending account, life insurance, and voluntary plan options.
• Eligible employees may participate in a 401(k) plan.

Hiring process

• Application and candidate evaluation are handled through hirify.global's recruiting process.