VoIP/Telecom Administrator

About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers! We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era! Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

The VoIP/Telecom Administrator is an experienced professional responsible for managing and optimizing an organization’s telecommunications systems. This role will design, develop, deploy, and support telecom related software and hardware across the company. Telecom services are critical in support of our Contact Center environment and directly impact our external customer base. This role will be a key resource in future implementations, feature enhancements, upgrades, and support of new functionality for the organization. With strong leadership skills, they collaborate on projects and work with vendors. Their expertise ensures seamless communication and operational efficiency, making them an asset to any telecommunications team. Alignment with the full I&O organization will ensure collaborative department needs are met to ensure security of our services, alignment with standards, and consistently providing reliable and efficient improvements that reduce business downtime. Title/level is commensurate with experience.

Responsibilities

• Telecommunications System Management: Day-to-day operation, maintenance, and optimization of the company’s telecommunications infrastructure, with a focus on Atos and Genesys products
• Troubleshooting and Issue Resolution: Identify and resolve complex technical issues related to telecommunications systems, ensuring minimal downtime and high system availability
• System Upgrades and Integration: Planning and execution of upgrades and integrations for Atos and Genesys products, ensuring compatibility and efficiency with existing systems
• Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) for telecommunications systems, analyze data, and generate reports to assess performance and identify areas for improvement
• Vendor Management: Collaborate with vendors to ensure smooth operations, negotiate service contracts, and stay updated with the latest product developments and innovations
• Security and Compliance: Implement and maintain security measures to safeguard telecommunications systems and ensure compliance with relevant regulations and industry standards
• Training and Support: Provide guidance and support to team members and end-users on the proper use of Atos and Genesys products, facilitating knowledge transfer and skill development
• Project Work: Participate in telecommunications-related projects, staying on budget and timeline
• Business Liaison: Collaborates with Business Stakeholders to assess current and future telecommunication system needs in assistance to the telecom Technical Service Owner
• Demonstrates a commitment to organizational values, including performing to a high ethical standard and focused on integrity, collaboration, and teamwork in all efforts
• Supports storm restoration efforts What does it take to be a VoIP/Telecom Administrator? Required:
• Associate’s Degree in a relevant field plus 5 years of telecom support experience, and 3 years of experience with Contact Center support and IVR platforms
• Experience in HW/SW troubleshooting activities and problem resolution
• Experience creating technical documentation, process maps, and knowledge transfer documents
• A strong understanding of ITIL best practice service delivery
• Administration of VOIP related routing including carrier level, hunt groups, simultaneous ring groups, etc.
• Excellent communication skills, both written and oral
• Excellent interpersonal skills, including customer service, training, presentation, and public speaking
• Ability to be flexible and adaptable in the face of changing organizational priorities, technology, and processes
• Must be able to travel to district locations and be capable of lifting 35lbs
• Valid driver’s license Preferred:
• Experience with Genesys IVR and OpenScape VoIP environments
• Experience with Project Management software and practices
• CompTIA A+, CompTIA Network+, Microsoft MCP (with a focus on MS Windows

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Applications will be accepted until 11/29/2024.

The annual salary for this position is between $79,000.00 – $93,000.00 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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