Voice Analyst

Scope of work
This position will be responsible for Tier operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Arlington County's
Department of Technology Services (DTS). The County portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five call center solutions, video intercoms, and legacy voice services.

Duties include:
• Supporting day-to-day operations for the County's cloud and on-premise voice services
• Providing Tier support for issues related to the voice systems and related integrations
• Serves as point of facilitation for the County'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 ...