Telecom Operations Analyst/Administrator

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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.
Coordinate with business units, contact center leadership, and technical teams on telephony requests.

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, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• 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

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.