Voice Analyst

Location: Arlington, VA (primarily remote + occasional onsite) Contract: W2 only, 12 month contract + option for extensions/conversion Pay: $45-55/hour + optional medical, dental, vision, 401(k) match Overview The Voice Analyst is responsible for the design, implementation, operation, and support of countywide voice and unified communications (UC) systems that support public safety, administrative services, and constituent engagement. This role serves as a senior technical subject-matter expert for Cisco Collaboration, Microsoft Teams Voice, and contact center platforms, ensuring highly available, secure, and compliant voice services across on-premises, cloud, and hybrid environments. Key Responsibilities Design, deploy, and support county enterprise voice and UC environments across on-prem and cloud platforms Administer and maintain Cisco Unified Communications infrastructure, including CUCM, Unity Connection, gateways, CUBE, and Expressway Implement and support Microsoft Teams Phone / Teams Voice, including Direct Routing and hybrid voice integrations Support and integrate contact center solutions, including Five9, to enable constituent service centers and departmental call queues Ensure voice services meet public safety, resiliency, and continuity of operations (COOP) requirements Troubleshoot complex call routing, call quality, and signaling issues (SIP, RTP/SRTP, codecs, QoS) Coordinate with telecom carriers, vendors, and internal county departments on service delivery and upgrades Support upgrades, patches, system health checks, redundancy, and capacity planning Develop and maintain technical documentation, diagrams, and operational procedures suitable for public-sector environments Provide Tier III escalation support and mentor junior technical staff Required Skills 5+ years of experience supporting enterprise voice and unified communications environments Strong hands-on experience with Cisco on-prem voice infrastructure, including: Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Cisco gateways, CUBE, and Expressway Proven experience with Microsoft Teams Voice / Teams Phone, including: Direct Routing, hybrid voice architectures, integration with Cisco or third-party SBCs Solid understanding of VoIP technologies (SIP, QoS, codecs, E911 considerations) Experience supporting mission-critical or regulated environments Ability to work collaboratively with network, security, public safety, and application teams Preferred Skills Experience in county, municipal, state, or other public-sector environments Familiarity with E911 / emergency calling requirements Experience supporting or integrating Five9 contact center solutions Experience supporting multi-department or multi-location voice environments Strong documentation, communication, and stakeholder engagement skills Why Should I Apply?

This position offers the opportunity to support critical county operations and public safety through reliable, secure voice services. Join a team dedicated to delivering impactful communication solutions in a public-sector environment. #J-18808-Ljbffr