Overview:
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 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
