CUCM Engineer

Capgemini Engineering; Bogotá; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Capgemini Engineering seeks an experienced Cisco Telephony Administrator to manage CUCM, Unity Connection, and UCCE environments. You will configure user accounts, extensions, voicemail, and contact center agent settings, ensuring accurate routing and policy compliance.

In this role, you will process incidents, maintain documentation, and coordinate with business units and technical teams on telephony requests. Strong problem-solving and Windows/AD familiarity are preferred.

Formación

• Experience administering Cisco Unified Communications Manager (CUCM).
• Experience administering Cisco Unity Connection.
• Experience administering Cisco Unified Contact Center Enterprise (UCCE).
• Proficiency in user provisioning and extension/dial plan administration.
• Voicemail management experience.
• Experience onboarding/offboarding contact center agents.

Responsabilidades

• Provide Cisco Telephony Administration across CUCM, Unity Connection, and UCCE.
• Create, modify, and deactivate user accounts and device profiles.
• Assign extensions per location-based numbering plans and manage profiles per naming standards.
• Provision voicemail accounts and configure contact center agent settings.
• Resolve telephony incidents within SLAs and maintain change documentation.

Conocimientos

CUCM administration

Unity Connection administration

UCCE administration

User provisioning

Extension and dial plan

Voicemail management

Agent onboarding

Finesse support

Webex support

Incident management

AD user management

Windows troubleshooting

Herramientas

CUCM

UCCE

Cisco Unity

Descripción del empleo

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as theyprovide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days arethe same.

Job Description

• 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 Qualifications

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

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.