Voice Analyst

Ashburn Consulting, a Small Business based in the Washington, DC metropolitan area, specializes in providing network and network security solutions in complex environments to a select set of government and business clients. The company, an established leader in its field, is composed of an elite team of engineers and business consultants, each of whom is recognized and highly regarded within the network and security communities.

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 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, Five9 call center solutions, video intercoms, and legacy, analog voice solutions.

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

Responsibilities

Supporting day-to-day operations for the County'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 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 and analytics reports; Working with help desk, end users and County’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

Requirements

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