Telecom Operations Analyst/Administrator

Capgemini; Cincinnati (OH); On-site; USD 80,000 - 100,000; Full time

Job summary

Capgemini is seeking a Telecommunications Operations Analyst/Administrator to support day-to-day telephony administration and incident response. The role centers on MACD across CUCM, Unity Connection, and UCCE, with responsibility for user provisioning, extensions, and voicemail management.

You will ensure accurate configurations, maintain runbooks, and handle incidents within SLA, escalating complex issues as needed. This is a hands-on role in a Cisco-driven telephony environment.

Qualifications

• Experience administering Cisco Unified Communications environments.
• Experience performing telephony MACD activities.
• Experience supporting CUCM and Unity Connection.
• Experience provisioning contact center agents in UCCE or similar platforms.
• Experience working within an enterprise ticket management environment.

Responsibilities

• Execute telephony MACD across CUCM, Unity Connection, and UCCE.
• Create/modify/deactivate user accounts and device profiles.
• Manage extensions per location-based numbering plans and standards.
• Configure user profiles and voicemail settings; provision agent accounts.

Skills

Cisco Unified Communications

CUCM administration

Unity Connection administration

UCCE administration

User provisioning

Dial plan administration

Voicemail management

Contact Center Operations

Agent onboarding/offboarding

Team/Agent configuration

Incident management

Basic telephony troubleshooting

Tools

Windows

Active Directory

Ticketing system

Microsoft Office

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description - We are seeking a Telecommunications Operations Analyst/Administrator to support the day-to-day administration. 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.

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.Oops

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 base compensation range for this role in the posted location is: 80000 - 100000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance,