Job Title: Telecommunication Analyst / Voice Analyst Duration: 1 years Location: Arlington, VA Mode of work: Onsite/ Hybrid Mode of Interview: Phone and In person Workplace type: Hybrid (primarily remote, however onsite work is occasionally required) Expected duration: One year with opportunity to renew on an annual basis Interview process: First round interviews will be an on-camera Teams video sessions. Second round interviews will be held in person at 2100 Clarendon Boulevard, Arlington, Virginia. Prior to official start date, the selected candidate will be fingerprinted in accordance with Arlington's background check requirements. 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 Department of Technology Services (DTS). The portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 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 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 Qualifications Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, VoIP, call centers, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud Requirement - Direct experience with Cisco Call Manager and Teams Phone Preference - Direct experience with Five9 or similar CCaaS product Preference - Experience working in federal, state or local government About Us At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies. We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.
