VoIP & Telecom Systems Lead (Mitel/OpenSpace, Genesys)

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

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.