Enterprise VoIP Support Analyst

On-Site Requirements: 3-5 days per week

Position Overview: Hill Associates is 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.

What We Can Offer You: 

We are a small award-winning government contracting firm with demonstrated success in delivering and supporting mission-critical networking solutions.

Benefits: From the first day of employment, Hill Associates offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k), and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time employees.

Hill Associates Recruits, employs, trains, compensates, and promotes without regard to race, religion, creed, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other legally protected basis, in accordance with applicable federal, state, or local law. This policy applies to all terms and conditions of employment including termination, layoff, recall, transfer, and leaves of absence.

Hill Associates uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities as an applicant, please visit www.dhs.gov/E-Verify

Applications can be submitted electronically or by submitting a paper resume to Hill Associates Attention: HR 1 Research Ct Suite 450 Rockville MD 20850.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment.