Voice Operations Specialist
Core
Operate, maintain, and troubleshoot enterprise telecommunications and voice infrastructure to ensure mission-critical service availability and reliability.
Role type
Senior IC Voice Operations Specialist
Builds
Enterprise voice platforms, VoIP infrastructure, and unified communications environments
Domain
Federal Government / Telecommunications / Network Operations
Required skills
Enterprise telephony platforms (Cisco CUCM, Webex, Mitel, NEC, Teams Phone), SIP communications, VoIP infrastructure, Session Border Controllers (SBCs), Tier 2/3 incident support, ITSM/ticketing platforms, SLA management, root cause analysis, change management, capacity planning, cybersecurity compliance audits
Preferred skills
Microsoft Teams Phone Direct Routing, Operator Connect, telecommunications modernization, ITIL Foundation, NIST/RMF/FISMA/STIGs, geographically dispersed infrastructure support
Technologies
Cisco, Hardware, Incident Management, ITIL, ITSM, Network Security, Windows, DevOps, Firmware
Responsibilities
Monitor system health and identify service degradation/outages; provide Tier 2/3 incident support and troubleshoot VoIP/SIP issues; coordinate incident resolution and conduct root cause analysis; develop and execute implementation/testing/rollback plans for infrastructure changes; create and maintain operational dashboards and service metrics; support patching, vulnerability remediation, and security compliance activities; coordinate with vendors on support agreements and licensing; provide technical guidance and manage service requests/moves/adds/changes.
