Telecom Operations Analyst/Administrator

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 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. Please be aware that Capgemini may capture