Sr. Voice Platform Analyst

Job Description

Sr. Voice Platform Analyst – Unified Communications & Contact Center Systems

Location: Hybrid (Harrisburg, PA) – Pennsylvania residents only

Work Schedule: Full-time Monday–Friday, 8:00 AM – 5:00 PM

Engagement Type: 6-Month Contract-to-Hire

Salary: $90,000-$125,000 (Based on experience)

Clearance: Must be eligible to work in the U.S. (No sponsorship)

Overview

We are seeking a Sr. Voice Platform Analyst to join a high-performing team supporting enterprise-level telecommunications infrastructure, VoIP systems, and contact center platforms. This is a hybrid role based in Harrisburg, PA, requiring local candidates able to work onsite at least once per week — with flexibility to be onsite up to 5 days per week as required.

The ideal candidate will have strong experience supporting platforms like Cisco Unified Communications Manager (CUCM), Genesys, Avaya, Twilio, or similar, as well as a track record of supporting enterprise-class VoIP, PBX, and IVR environments. Experience with UCaaS, softphone deployments, and networked voice environments is highly desirable.

Core Responsibilities

Administer and troubleshoot enterprise voice infrastructure including PBX, VoIP, SIP, IVR, voicemail, call recording, CTI, and auto-dialer systems.

Manage softphone and UC client deployments (e.g., Jabber, Webex, Zoom Phone, MS Teams Voice).

Lead the implementation of new features and upgrades in platforms such as Genesys Cloud, Cisco CUCM, Avaya, or other leading voice/contact center systems.

Perform voice capacity analysis and telephony traffic monitoring.

Respond to Level III voice support issues, escalating with vendors when appropriate.

Maintain high-availability voice systems and perform proactive maintenance, patching, and upgrades.

Interface with network engineers, infrastructure teams, and application developers.

Document call flows, dependencies, telephony architecture, and configuration baselines.

Participate in a 24x7 on-call rotation, with reliable home internet required.

Required Experience & Qualifications

Bachelor’s Degree in Computer Science, Information Systems, or related field (or equivalent combination of experience/certifications).

At least 4 years of hands-on experience in enterprise VoIP, UC, or contact center environments.

Solid knowledge of VoIP protocols (SIP, RTP), call routing, QoS, and voice troubleshooting techniques.

Experience with Linux and Windows Server platforms in support of voice systems.

Familiarity with telephony scripting, IVR logic, and contact center reporting tools.

Track record of executing enterprise-wide upgrades and technology rollouts.

Excellent communication skills and a strong technical documentation ethic.

Preferred (Not Required)

Certifications such as CCNP Collaboration, Avaya ACSS, Genesys Certified Professional, or equivalent.

Experience with UCaaS migrations, cloud-based contact centers, or multi-site environments.

Working knowledge of Wireshark, SolarWinds, or other network and voice monitoring tools.

Previous experience supporting mission-critical systems in regulated or public sector environments.

Additional Details

Local candidates only. Candidates must be able to start within 2–3 weeks.

This is a contract-to-hire opportunity with long-term potential.

No relocation offered.

Interviews are being scheduled immediately.

Company Description

A trusted family-owned company since 1969, we are one of Central Pennsylvania's oldest and most respected recruitment firms. Based in Harrisburg, we offer flexible staffing, placement, and recruitment services across diverse industries. Our personalized approach ensures the best match for both clients and candidates.

Working with our staffing firm means you’ll enjoy several benefits: our services are completely free for candidates, and you gain access to exclusive opportunities that may not be publicly advertised. Our experienced recruiters work directly with hiring managers, ensuring your qualifications are seen by decision-makers. We also provide personalized resume recommendations, helping you stand out and showcase your skills effectively. From interview preparation to offer negotiations, we guide you through every step of the hiring process, saving you time and effort.

We are proud to be an equal opportunity employer, committed to providing fair and inclusive employment opportunities for all. This policy covers every aspect of employment, from recruitment and hiring to training and advancement, ensuring a workplace that values diversity and equity. Let us help you find your next great opportunity—start your journey with us today!

Full-time

Hybrid remote