Cisco CUCM & Contact Center Engineer

Capgemini Engineering; Bogotá; On-site; COP 48,000,000 - 68,000,000; Full time

Job summary

Capgemini Engineering, the world leader in engineering services, welcomes a Telecommunications Operations Analyst/Administrator to join its Bogotá team. You will manage day-to-day administration of Cisco telephony and contact center environments, handling MACDs across CUCM, Unity Connection, and UCCE.

You will configure agents, routing, and policies, provide Tier 1 support, and troubleshoot Cisco Finesse and Webex. You will maintain documentation and coordinate with business and technical teams.

Qualifications

• Experience administering Cisco CUCM, Unity Connection, and UCCE.
• Proficient in user provisioning, extension management, and voicemail administration.

Responsibilities

• Managing user accounts, extensions, device profiles, and voicemail services.
• Configuring and maintaining contact center agents, teams, skill groups, and routing assignments.
• Ensuring compliance with dialing plans, naming standards, and telephony policies.
• Providing Tier 1 support for telephony-related incidents and service requests.
• Troubleshooting issues with Cisco Finesse, Webex softphones, voicemail, extensions, and call routing.
• Maintaining documentation, performing quality checks, and coordinating with business and technical teams.

Skills

Cisco CUCM

Unity Connection

UCCE

VoIP troubleshooting

Contact center ops

Ticketing systems

Tools

Webex

Cisco Finesse

Job description

Capgemini Engineering, the world leader in engineering services, welcomes a Telecommunications Operations Analyst/Administrator to join its Bogotá team. You will manage day-to-day administration of Cisco telephony and contact center environments, handling MACDs across CUCM, Unity Connection, and UCCE.

You will configure agents, routing, and policies, provide Tier 1 support, and troubleshoot Cisco Finesse and Webex. You will maintain documentation and coordinate with business and technical teams.