Voice Analyst

Job Description

We are offering a contract to permanent employment opportunity for a Telecommunications Specialist. This role will be centered around the provision and maintenance of VoIP related products within a 24/7/365 Network Operations Center. The position is fully remote, involving active communication with customers, technicians, carrier service providers, and our Technical Support Engineers and VoIP Engineers.

Responsibilities: • Serve as a primary escalation point for field agents with VoIP related dispatches and trouble tickets • Monitor network devices, interfaces, and trouble tickets, providing continuous monitoring for problems impacting our customers' voice services • Troubleshoot issues with our voice services and update call paths • Communicate with carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets • Receive incoming calls and respond to emails regarding service troubles or call path changes • Respond to customers in a timely and detail oriented manner • Coordinate proper installation and configuration of voice service components • Implement, troubleshoot, and maintain VoIP systems • Work well in a team-oriented environment, successfully completing individual tasks • Demonstrate knowledge with telephone networks – POTS, VoIP, and TDM • Maintain basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP • Maintain basic familiarity with IP networks and troubleshooting (VoIP, NAT Traversal, STUN, etc.)• Possess at least one year of experience as a Telecommunications Specialist

• Proficient in Cisco Voice Over Internet (VoIP)

• Familiarity with Voice over internet protocol (VoIP)

• Understanding of VoIP system

• Experience with IP Telephony and Telephony System

• Prior work in a Network Operation Center is advantageous

• Ability to perform Basic Troubleshooting

• Knowledge of ISDN and SIP protocols

• Excellent Customer Service skills

• Ability to resolve customer service issues effectively

• Demonstrates superior customer service skills in all interactions