Sr Voice Platform Analyst
Job ID: LG578037428
Job Category: Information Technology
Job Location: Harrisburg, PA
Pay Range: $90000.00 - $125000.00/
Job Type: Contract
Sr. Voice Platform Analyst – Unified Communications & Contact Center Systems
Location: Hybrid (Harrisburg, PA) – Pennsylvania residents only
Work Schedule: Full-time | Monday–Friday, 8:00 AM – 5:00 PM
Engagement Type: 6-Month Contract-to-Hire
Salary: $90,000-$125,000 (Based on experience)
Clearance: Must be eligible to work in the U.S. (No sponsorship)
Work Schedule: Full-time | Monday–Friday, 8:00 AM – 5:00 PM
Engagement Type: 6-Month Contract-to-Hire
Salary: $90,000-$125,000 (Based on experience)
Clearance: Must be eligible to work in the U.S. (No sponsorship)
Overview
We are seeking a Sr. Voice Platform Analyst to join a high-performing team supporting enterprise-level telecommunications infrastructure, VoIP systems, and contact center platforms. This is a hybrid role based in Harrisburg, PA, requiring local candidates able to work onsite at least once per week — with flexibility to be onsite up to 5 days per week as required.
The ideal candidate will have strong experience supporting platforms like Cisco Unified Communications Manager (CUCM), Genesys, Avaya, Twilio, or similar, as well as a track record of supporting enterprise-class VoIP, PBX, and IVR environments. Experience with UCaaS, softphone deployments, and networked voice environments is highly desirable.
Core Responsibilities
- Administer and troubleshoot enterprise voice infrastructure including PBX, VoIP, SIP, IVR, voicemail, call recording, CTI, and auto-dialer systems.
- Manage softphone and UC client deployments (e.g., Jabber, Webex, Zoom Phone, MS Teams Voice).
- Lead the implementation of new features and upgrades in platforms such as Genesys Cloud, Cisco CUCM, Avaya, or other leading voice/contact center systems.
- Perform voice capacity analysis and telephony traffic monitoring.
- Respond to Level III voice support issues, escalating with vendors when appropriate.
- Maintain high-availability voice systems and perform proactive maintenance, patching, and upgrades.
- Interface with network engineers, infrastructure teams, and application developers.
- Document call flows, dependencies, telephony architecture, and configuration baselines.
- Participate in a 24x7 on-call rotation, with reliable home internet required.
Required Experience & Qualifications
- Bachelor’s Degree in Computer Science, Information Systems, or related field (or equivalent combination of experience/certifications).
- At least 4 years of hands-on experience in enterprise VoIP, UC, or contact center environments.
- Solid knowledge of VoIP protocols (SIP, RTP), call routing, QoS, and voice troubleshooting techniques.
- Experience with Linux and Windows Server platforms in support of voice systems.
- Familiarity with telephony scripting, IVR logic, and contact center reporting tools.
- Track record of executing enterprise-wide upgrades and technology rollouts.
- Excellent communication skills and a strong technical documentation ethic.
Preferred (Not Required)
- Certifications such as CCNP Collaboration, Avaya ACSS, Genesys Certified Professional, or equivalent.
- Experience with UCaaS migrations, cloud-based contact centers, or multi-site environments.
- Working knowledge of Wireshark, SolarWinds, or other network and voice monitoring tools.
- Previous experience supporting mission-critical systems in regulated or public sector environments.
Additional Details
- Local candidates only. Candidates must be able to start within 2–3 weeks.
- This is a contract-to-hire opportunity with long-term potential.
- No relocation offered.
- Interviews are being scheduled immediately.