Telecommunications & VOIP Support Engineer
ASSYST is seeking a skilled Telecommunications & VOIP Support Engineer to support our client project in Arlington, Virginia. This is a hybrid role, primarily remote with occasional onsite work required.
The selected candidate will provide Tier 2 operational support for Arlington County’s voice services environment, supporting both cloud-based and on-premise unified communications platforms. This role is part of the Voice Services Program within the Unified Communications Team.
The ideal candidate will have strong experience in telecommunications, VoIP systems, and unified communications technologies, with the ability to troubleshoot, support, and enhance enterprise voice solutions.
Key Responsibilities
- Provide day-to-day operational support for cloud-based and on-premise voice systems
- Deliver Tier 2 support, including issue triage, troubleshooting, and escalations
- Act as a liaison with the County’s managed services provider for issue resolution and escalations
- Collaborate with internal teams (network, security, cabling, endpoint teams) to resolve infrastructure and service-related issues
- Support and maintain voice platforms including:
- Microsoft Teams Phone
- Cisco Call Manager
- Five9 (or similar CCaaS solutions)
- Video intercom and legacy voice systems
- Generate operational reports and analytics to support decision-making and performance tracking
- Work closely with help desk teams, end users, and external vendors
- Evaluate and recommend new voice technologies and services
- Lead small-scale projects, upgrades, and enhancements
- Provide support for larger enterprise projects and implementations
- Develop and maintain technical and operational documentation
- Conduct end-user training sessions on voice systems and tools
Required Qualifications
- 7+ years of experience in telecommunications and networking
- Strong expertise in:
- PSTN, VoIP, SIP
- IVR systems and call center technologies
- UCaaS and CCaaS platforms
- Session Border Controllers (SBCs)
- Quality of Service (QoS)
- Cloud-based voice solutions
- Hands-on experience with:
- Cisco Call Manager (CUCM)
- Microsoft Teams Phone
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law
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