Unified Communications & Voice Services Engineer (Tier 2)

ASSYST, Inc.

Arlington, VA

On-siteCareer-pivot friendly

Who this role is best for

Geared toward candidates with telecommunications expertise and a history of managing complex voice systems, comfortable with escalation management and cross-functional collaboration in a hybrid work setting.

Best fit for

Candidates with 7+ years of telecommunications experience and a track record in cloud and on-prem voice systems
— “Minimum 7 years of telecommunications and networking experience.”
Individuals who have led small projects and worked with managed service providers in enterprise environments
— “Troubleshoot issues, manage escalations, and coordinate with managed service providers.”
Professionals adept at creating documentation and delivering training in technical environments
— “Develop operational documentation and conduct end-user training.”

Things to consider

The role demands a hybrid work arrangement with in-office presence in Arlington, VA.
— “Location: Arlington, VA (Hybrid)”
Strong focus on legacy systems alongside modern cloud platforms may require broad technical adaptability.
— “Support cloud-based and on-premises voice platforms, including Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy analog voice systems.”

How to stand out

Highlight experience with SIP, SBCs, and QoS in your resume and interview responses.
— “Strong knowledge of PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud-based voice services.”
Emphasize your ability to coordinate with internal and external technical teams effectively.
— “Collaborate with network, security, cabling, endpoint, and help desk teams to resolve service and infrastructure issues.”
Demonstrate your experience with evaluating and implementing new technologies in voice systems.
— “Evaluate new products, lead small projects and upgrades, and support larger implementations.”

Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

system uptime
customer satisfaction
project completion

Typical background

telecommunicationsnetworkingcloud services

Skills & requirements

Required

TelecommunicationsNetworkingTroubleshootingCloud ServicesTechnical Documentation

Preferred

Power BIPowershell

Stack & domain

Microsoft Teams PhoneCisco Call ManagerFive9PSTNAnalog GatewaysVoipCall CentersCall QueuesAuto AttendantsIVRUcaasCcaasSIPSbcsQosCloud-based Voice ServicesTroubleshootingEscalation ManagementCoordinationCommunication

About the role

Original posting from ASSYST, Inc. via Greenhouse

ASSYST is seeking a Unified Communications & Voice Services Engineer (Tier 2) to provide operational support, troubleshooting, escalation management, and project assistance for enterprise voice and unified communications services. The candidate will support cloud-based and on-premises voice platforms, including Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy analog voice systems.
This role involves resolving complex technical issues, coordinating with managed service providers and internal technical teams, generating operational reports, evaluating new technologies, and supporting system upgrades and implementations. The ideal candidate will have extensive experience in telecommunications and networking, with hands-on expertise in Microsoft Teams Phone, Cisco Call Manager, and Five9 or similar Contact Center as a Service (CCaaS) platforms.
Job Title: Unified Communications & Voice Services Engineer (Tier 2)
Location: Arlington, VA (Hybrid)
Roles & Responsibilities:
Provide day-to-day operational and Tier 2 technical support for voice systems and integrations.
Troubleshoot issues, manage escalations, and coordinate with managed service providers.
Collaborate with network, security, cabling, endpoint, and help desk teams to resolve service and infrastructure issues.
Generate operational reports and analytics.
Evaluate new products, lead small projects and upgrades, and support larger implementations.
Develop operational documentation and conduct end-user training.
Required Skills:
Minimum 7 years of telecommunications and networking experience.
Hands-on experience with Microsoft Teams Phone and Cisco Call Manager.
Experience with Five9 or a similar CCaaS platform.
Strong knowledge of PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, and cloud-based voice services.
Strong troubleshooting, escalation management, coordination, and communication skills.
Preferred Qualifications:
Familiarity with Power BI and PowerShell.
Experience in federal, state, or local government environments.
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.

Source: ASSYST, Inc. careers (Greenhouse)