New

Voice Engineer & IVR Specialist

TEKsystems
$20.00 - $30.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Maryland, Columbia
Jan 30, 2026
Description The resource will support operational monitoring and reliability for critical voice/contact-center capabilities, aligned to MSP expectations for availability, performance, and operational response . Provide proactive monitoring, incident and problem management, and event response for voice services supporting business operations across Genesys Cloud and/or NiCE contact-center environments; execute changes with appropriate governance and documentation (release/change discipline); maintain operational documentation/runbooks and contribute to continuous service enhancements; coordinate vendors/carriers as required; administer and troubleshoot IVR and voice services, call flows, routing, and supporting voice infrastructure. Lead incident communications involving IVR (bridge facilitation, timely stakeholder updates), participate in an on-call/escalation rotation, troubleshoot voice quality and signaling, track and report SLAs/KPIs, and follow security/compliance controls (access management and others as applicable). Technical expertise: The technician should have a strong understanding of audiovisual systems, including equipment setup, troubleshooting, and maintenance. They should be familiar with Microsoft Teams rooms and have experience configuring and integrating AV equipment with the platform. - Knowledge of Microsoft Teams: The technician should have a deep understanding of Microsoft Teams and its features, especially those related to audio and video conferencing. They should be able to set up and manage Teams meetings, troubleshoot audio/video issues, and provide technical support to users. - Knowledge of AV Equipment: The technology should be proficient with conference room AV and camera technologies such as, but not limited to: Crestron, Extron, and OneBeyond. - Problem-solving abilities: The technician should possess strong problem-solving skills to diagnose and resolve issues quickly. They should be able to identify the root cause of audiovisual problems and implement effective solutions. - Communication and collaboration: Excellent communication skills are essential for an AV technician supporting Microsoft Teams rooms and conference rooms. They should be able to effectively communicate with end-users, understand their requirements, and provide clear instructions or guidance. Additionally, collaboration skills are important for working with other IT teams or vendors to coordinate installations, upgrades, or system integrations. - Lastly, the technician should be well-equipped to support and maintain audiovisual systems in Microsoft Teams rooms and conference rooms effectively and work with collaboration services to plan and execute meetings or events. Skills genesys, voice systems, teams, video systems, Unified communications Top Skills Details genesys,voice systems,teams,video systems Additional Skills & Qualifications Degree in the field of computer science, computer information systems, or computer engineering; Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Columbia, MD. Pay and BenefitsThe pay range for this position is $20.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Columbia,MD. Application DeadlineThis position is anticipated to close on Feb 12, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.