Cognizant

VoIP Telecom Administrator

Cognizant$79K — $112K *
Telecommunications & Hardware
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Associate's Degree in a relevant field required, along with 5 years of telecom support experience.
  • Minimum 3 years of experience with Contact Center support and IVR platforms.
  • Hands-on experience with Mitel OpenSpace & Genesys IVR voice solutions essential.
  • Strong skills in technical documentation and process mapping.
  • Proficient in VoIP & Analog hardware/software troubleshooting and problem resolution.
  • In-depth knowledge of VoIP, SIP, and enterprise voice system protocols required.
  • Understanding of ITIL best practices for service delivery.

Responsibilities

  • Manage and optimize the Mitel OpenSpace telecom system for peak performance.
  • Troubleshoot and resolve complex telecom technical issues proactively.
  • Plan and execute system upgrades and integrations for efficiency.
  • Work with SMEs to update and maintain accurate knowledge base articles.
  • Collaborate with vendors to address issues and negotiate service contracts.
  • Implement security measures and ensure compliance with industry standards.
  • Develop and document standard operating procedures (SOPs) with cross-functional teams.

Benefits

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan with contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
Full Job Description
Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

We are seeking a VoIP/Telecom Administrator responsible for managing and optimizing an organization's telecommunications & Contact Center systems (Mitel-OpenSpace & Genesys IVR). This role involves design, develop, deploy, and support telecom-related software and hardware across the company. The Administrator will work in alignment with the full I&O team to ensure adherence to security protocols, industry standards and continuous cost-effective improvements that reduce business downtime.

What you'll do in the role:

Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the company's telecommunications and Contact center infrastructure to ensure peak performance and reliability.
  • Troubleshooting and Issue Resolution: proactively 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 to ensure compatibility and efficiency with existing systems
  • Collaborate with subject matter experts (SMEs) to create and revise existing knowledge base articles ensuring they are clear, accurate and comprehensive
  • Vendor Management: Collaborate with vendors to work on Issues and upgrades ensuring 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
  • Develop and document SOPs for key processes and collaborate with cross-functional teams to update SOPs regularly based on process changes, feedback from users, and operational improvements.
  • Participate in telecommunications-related projects, ensuring adherence to 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.
  • Site Visits: Able to visit nearby project sites as needed to resolve emerging issues and support project related tasks.

Managing & Supporting VoIP Systems & Tools:
  • Mitel-Unify OpenSpace VoIP Systems (Atos)
  • OpenSpace Contact Center Enterprise.
  • Genesys IVR Management
  • ASC Call Recording Solutions
  • Optic Voice Traffic management & OpenSpace Voice Trace Manager.
  • Calabrio- Workforce Management. (WFM).
  • Mediatrix Analog-VoIP Adapters.
  • ServiceNow Ticketing Tool.

What you'll need to succeed:
  • 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
  • Strong understanding and hands-on experience with Mitel OpenSpace & Genesys IVR voice solutions, including deployment, configuration, and troubleshooting.
  • Ability to manage the integration of Mitel voice systems with other applications, such as CRM systems, contact center solutions, and email platforms.
  • Experience creating technical documentation, process maps, and knowledge transfer documents
  • Experienced in VoIP & Analog HW/SW troubleshooting activities and problem resolution.
  • In-depth knowledge of VoIP (Voice over IP), SIP (Session Initiation Protocol), and other telecommunication protocols used in enterprise voice systems.
  • Expertise in diagnosing and resolving VoIP issues, including call quality problems, analyzing call logs, registration failures, and network-related issues.
  • Ability to support voice system installations, upgrades, and migrations, ensuring minimal downtime and efficient delivery.
  • Good Understanding of QoS (Quality of Service) and VoIP traffic management to ensure optimal call quality and network performance.
  • Administration of VOIP-related routing, including carrier level, hunt groups, simultaneous ring groups, etc.
  • Must be able to travel to district locations and be capable of lifting 35lbs
  • A strong understanding of ITIL best practice service delivery

An annual salary between $79,000-$112,000 is being offered for this role. 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.

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
    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.

About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

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Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ

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