Enterprise VoIP Support Analyst [17206] at ATR Arena Technical Resources

Position Overview: We are seeking an Enterprise VoIP Support
Analyst to provide operational support for a high-profile federal agency
based in Washington, D.C. This role focuses on enterprise VoIP, Unified
Communications service delivery, and solving related business problems
through data analysis and system improvement. The ideal candidate will
be a proactive professional who thrives on delivering exceptional
solutions and works well independently with minimal supervision.

As a full-time employee, you will be part of a small, high-performing
team with a strong track record of supporting mission-critical
government solutions.

Primary Responsibilities:

- Cisco Contact Center (UCCX) Configuration & Support:

- Responsible for configuring and supporting Cisco Contact Center
applications.

- Receive and address incidents and requests from users, agents,
and stakeholders.

- Diagnose and troubleshoot system issues and configuration
changes.

- Customize contact center applications to meet specific business
needs (e.g., call routing rules, IVR systems, agent workflows).

- Provide support and troubleshooting for contact center agents
and other users.

- Key Responsibilities and Requirements:

- Develop scripts for UCCX call routing, agent teams, supervisors,
and skill groups.

- Generate reports using Cisco Intelligence Center.

- Troubleshoot and resolve issues related to UCCX, CUCM (Cisco
Unified Communications Manager), and Unity Connections.

- Perform after-hours maintenance and support for UCCX, CUCM, and
Unity Connections.

- Assist with managing service disruptions and resolving call flow
issues.

- Process ServiceNow tickets for incident requests and maintain
updated documentation.

- Proficiency in UCCX configuration and scripting tools.

- In-depth understanding of Cisco Contact Center scripting, CUCM,
Unity Connections, and Voice Gateways.

What You Bring:

- Education and Experience:

- Bachelor’s Degree.

- Minimum 10 years of professional experience.

- Minimum 3-5 years of voice/telecommunications experience in an
enterprise-class environment.

- General knowledge of IP data and voice communications.

- Strong analytical ability and competency with Microsoft Excel.

- Experience analyzing and administering voice/telecom systems.

- Skills and Competencies:

- Proven research, analysis, and problem-solving skills.

- Excellent written and verbal communication skills.

- Strong planning and organizational abilities.

- Ability to produce professional work products using Microsoft
Word and PowerPoint.

- Ability to work well independently with minimal supervision.

- U.S. citizenship with the ability to obtain a Secret-level
security clearance.

Additional Responsibilities:

- Investigate operational issues, propose solutions, and document
processes for improvement.

- Plan and implement system upgrades and configuration changes.

- Develop and manipulate Excel-based spreadsheets to manage large
inventory data sets.

- Enhance the operational efficiency of service delivery.

Desirable Skills:

- Experience with General Dynamic vIPer Phones and GemOne software.

- Familiarity with Unimax NumberPro and 2ndNature applications.

- Knowledge of the ISO27001 Framework.

This role is critical for ensuring smooth operations within Cisco's call
management and contact center platforms. It requires technical expertise
and a collaborative, team-focused attitude.