Job Description:
Vaco is seeking a skilled Voice Analyst to join our client's team on a remote, contract-to-hire basis. Principal Duties and Responsibilities
- Act as the primary escalation point for field agents handling VoIP-related dispatches and trouble tickets.
- Monitor network devices, interfaces, and tickets to identify and address issues impacting voice services.
- Troubleshoot VoIP service issues and update call paths as necessary.
- Contact carriers and vendors to open and track trouble tickets or schedule dispatches.
- Handle incoming calls and emails regarding service troubles and call path changes.
- Ensure professional and timely customer communication.
- Oversee the proper installation and configuration of voice service components.
- Perform other assigned duties as needed.
Knowledge, Skills, and Abilities Required
- 6+ months of experience implementing, troubleshooting, and maintaining VoIP systems.
- Ability to multitask while maintaining accuracy and efficiency.
- Strong team collaboration skills alongside individual task management.
- Familiarity with telephone networks (POTS, VoIP, TDM) and telephony protocols (H.323, MGCP, ISDN, SIP, RTP).
- Basic understanding of IP network troubleshooting (e.g., VoIP, NAT Traversal, STUN).
- Clear verbal communication and phone etiquette.
- Availability to work at least one weekend day per week.
Qualifications, Experience, and Education
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Required: 1 year of relevant technology experience.
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Preferred: Associate degree in technology or equivalent 2 years of experience.
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Preferred: Demonstrated technical, leadership, and communication skills.
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Preferred: Experience in hospitality or service provider networks.
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Preferred: Industry-relevant technical training and certifications.