Note: The job is a remote job and is open to candidates in USA. Capgemini is a global business and technology transformation partner helping organizations accelerate digital and sustainable transformation. The Telecommunications Operations Analyst/Administrator supports day-to-day telephony administration, including MACD activities across Cisco collaboration platforms, user and contact center provisioning, incident response, troubleshooting, and operational documentation.
Responsibilities
- Perform daily moves, adds, changes, and deletions (MACDs) within: Cisco Unified Communications Manager (CUCM) Cisco Unity Connection Cisco Unified Contact Center Enterprise (UCCE)
- Create, modify, and deactivate user accounts and device profiles
- Assign and manage phone extensions according to established location-based numbering plans
- Configure user profiles in accordance with organizational naming standards and telephony policies
- Provision and maintain voicemail accounts and associated settings
- Configure contact center agent accounts, including: Agent IDs, Team assignments, Skill group assignments, Peripheral associations, Agent profile updates
- Validate configurations and ensure accuracy of routing and telephony assignments
- Process incidents and service requests within established SLAs
- Maintain documentation of telephony changes and configuration activities
- Perform quality checks on completed provisioning activities
- Coordinate with business units, contact center leadership, and technical teams on telephony requests
- Respond to telephony-related incident tickets
- Troubleshoot and resolve basic Cisco collaboration issues
- Investigate and assist with: Webex softphone login failures, Cisco Finesse login issues, Voicemail access problems, Extension and device registration issues, Basic call routing concerns, User provisioning discrepancies
- Escalate complex issues to appropriate engineering or support teams
- Communicate status updates and resolutions to end users and stakeholders
Skills
- Cisco Unified Communications
- Cisco Unified Communications Manager (CUCM) administration
- Cisco Unity Connection administration
- Cisco Unified Contact Center Enterprise (UCCE) administration
- User provisioning and account management
- Extension and dial plan administration
- Voicemail management
- Contact Center Operations
- Agent onboarding and offboarding
- Skill group assignment and maintenance
- Team and agent configuration
- Contact center user administration
- Basic telephony troubleshooting
- Cisco Finesse support
- Webex application support
- Incident and service request management
- Root cause identification and problem resolution
- Windows desktop troubleshooting
- General ticketing system experience
- Microsoft Office applications
- Experience administering Cisco Unified Communications environments
- Experience performing telephony MACD activities
- Experience supporting Cisco Call Manager and Unity Connection
- Experience provisioning contact center agents in UCCE or similar contact center platforms
- Experience working within an enterprise ticket management environment
- Active Directory user management (preferred experience)
- Cisco Contact Center expertise beyond basic UCCE administration
- Knowledge of Cisco Call Manager Calling and Cisco UCCE
- Familiarity with SIP and VoIP technologies
- Experience with Webex softphone deployments
- Understanding of telephony routing concepts and call flows
- Experience working within enterprise service management processes (ITIL)
- Exposure to workforce management or contact center operations
- Experience documenting procedures and maintaining operational runbooks
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Company Overview
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