Voice Analyst (POTS)

Vaco is seeking a skilled Voice Analyst to join our client's team on a 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, MGoogle Cloud Platform, 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

• Required: 1 year of relevant technology experience.


• Preferred: Associate degree in technology or equivalent 2 years of experience.


• Preferred: Demonstrated technical, leadership, and communication skills.


• Preferred: Experience in hospitality or service provider networks.


• Preferred: Industry-relevant technical training and certifications.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.