VoIP/Telecom Administrator

Cognizant; City of Poughkeepsie (NY); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Holidays

Paid Time Off

401(k) Plan

Long-term Disability

Short-term Disability

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a VoIP/Telecom Administrator to manage and optimize Mitel OpenSpace and Genesys IVR systems across the organization. You will design, deploy, and support telecom software and hardware, ensuring high availability for the OpenSpace Contact Center and related services.

This role partners with the I&O team to enforce security standards and drive cost-effective improvements.

Qualifications

• Associate degree in a relevant field plus 5 years telecom support and 3 years contact center/IVR experience.
• Strong hands-on skills in VoIP and Analog HW/SW troubleshooting.
• Deep knowledge of VoIP, SIP, and enterprise voice protocols.
• Ability to install, upgrade, and migrate voice systems with minimal downtime.
• Good understanding of QoS and VoIP traffic management.
• Experience administering VOIP routing including carriers and hunt groups.
• Excellent communication and customer-facing skills; able to travel and lift 35 lbs.

Responsibilities

• Oversee Mitel OpenSpace and OpenSpace Contact Center operations for reliability.
• Troubleshoot telecom issues and proactively resolve complex problems.
• Plan and execute upgrades and integrations with existing systems.
• Create/update knowledge base articles with SME input.
• Collaborate with vendors on issues, upgrades, and contracts.
• Implement security measures and ensure regulatory compliance.
• Develop SOPs and update them with process changes.
• Participate in telecom projects with budget and timeline adherence.
• Coordinate with business stakeholders on future telecom needs.
• Perform site visits to resolve issues and support projects.

Skills

VoIP troubleshooting

Analog HW/SW

SIP protocol

QoS management

Call quality analysis

Voice system installations

Vendor liaison

Education

Associate degree

Tools

Mitel OpenSpace

OpenSpace Contact Center

Genesys IVR

ASC Call Recording

OpenSpace Trace Manager

Calabrio WFM

Mediatrix Adapters

ServiceNow

Job description

Job Summary:

The VoIP/Telecom Administrator is a skilled and experienced professional responsible for managing and optimizing an organizations telecommunications and Contact Center systems Mitel-OpenSpace and Genesys IVR. This role involves design, develop, deploy, and support telecom-related software and hardware across the company. Telecom services are critical to support Openspace Contact Center environment and directly impact external customer base. This role will be a key resource in future implementations, feature enhancements, upgrades, and support of new functionality for the organization. With strong leadership skills, they collaborate on projects and work with vendors. Their expertise ensures seamless communication and operational efficiency, making them an asset to any telecommunications team. The Administrator will work in alignment with the full I and O team to ensure adherence to security protocols, industry standards and continuous cost-effective improvements that reduce business downtime.

Job Responsibilities:

• Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the companys 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 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.
• Demonstrates a commitment to Clients organizational values, including performing to a high ethical standard and being focused on integrity, collaboration, and teamwork in all efforts.

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.

Job Qualifications:

• 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
• 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.
• Excellent communication skills and interpersonal skills, including customer service, training, presentation, and public speaking
• Must be able to travel to district locations and be capable of lifting 35lbs
• Valid driver’s license

Preferred Qualifications:

• 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
• A strong understanding of ITIL best practice service delivery
• Ability to be flexible and adaptable in the face of changing organizational priorities, technology, and processes

Salary and Benefits

The Salary for this position will be $100,000 and $110,000 yearly depending on experience and other qualifications of the successful candidate.

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.

Benefits: 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
• Employee Stock Purchase Plan

Disclaimer: The 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.