Unified Communications & Voice Services Engineer (Tier 2)

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.
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.