What are the responsibilities and job description for the Telecom Operations Analyst/Administrator position at capgemini?
Position Summary:
We are seeking a Telecommunications Operations Analyst/Administrator to support the day-to-day administration and maintenance of our Cisco Unified Communications environment.
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.
This individual will provision and maintain telephony services for both knowledge workers and contact center agents, ensuring compliance with established naming conventions, extension assignment standards, location-based dialing plans, and contact center skill routing requirements.
The role will also provide Tier 1 operational support for telephony incidents and user-reported issues.
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 pay range that the employer in good faith reasonably expects to pay for this position is $40.45/hour - $63.20/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.
Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.
Salary : $40 - $63