[Remote] Voice Analyst

Note: The job is a remote job and is open to candidates in USA. Avid Systems is hiring an experienced Voice Analyst to support a local government client's enterprise voice and unified communications environment. The role provides operational support and troubleshooting across cloud-based and on-premises voice systems, coordinates with technical teams, and supports system improvements and end users.

Responsibilities

• Provide 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

Skills

• 7+ 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
• Experience 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

Benefits

• Primarily remote position with occasional onsite support in Arlington, VA.

Company Overview

Avid Systems LLC is a woman-owned Information Technology Services firm based in Washington, DC, with over 20 years of proven expertise in delivering transformative IT solutions. It was founded in 2004, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is http://www.avidsys.com/.

Company H1B Sponsorship

Avid Systems LLC has a track record of offering H1B sponsorships, with 3 in 2026, 3 in 2025, 4 in 2024, 4 in 2023, 3 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.