Telecom Ops Analyst: CUCM, UCCE & Cisco UC Expert

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

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.