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Job Description - We are seeking a Telecommunications Operations Analyst/Administrator to support the day-to-day administration. The primary responsibility of this role is to execute telephony moves, adds, changes, and deletions (MACDs) across Cisco Call Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Enterprise (UCCE) platforms.
Cisco Telephony Administration 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.
Operational Support Process incidents and service requests within established SLAs.
Maintain documentation of telephony changes and configuration activities.
Perform quality checks on completed provisioning activities.Oops
Secondary Responsibilities Incident Response and Tier 1 Support 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.
Required (Primary) 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
Technical Support
Basic telephony troubleshooting
Cisco Finesse support
Webex application support
Incident and service request management
Root cause identification and problem resolution
General Technical Skills Windows desktop troubleshooting
Active Directory user management (preferred experience)
General ticketing system experience
Microsoft Office applications
Preferred Skills 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.
Experience Requirements Minimum Qualifications 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.
The base compensation range for this role in the posted location is: 80000 - 100000
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance,
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