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VoIP / Telecom Administrator

00071174271

Job Title: VoIP / Telecom Administrator

Job Location: Onsite- Poughkeepsie, NY, USA

We are seeking an experienced VoIP / Telecom Administrator to support, maintain, and optimize enterprise telecommunications and contact center environments. The ideal candidate will possess strong expertise in Mitel-Unify OpenScape VoIP solutions, Genesys IVR platforms, Contact Center technologies, voice traffic management, call recording systems, and workforce management applications. This role is responsible for ensuring the availability, performance, security, and reliability of critical voice and contact center infrastructure that supports business operations and customer interactions.

Salary and Other Compensation:

The annual base salary for this position is starting from $130K 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.

In this role, you will

Telecommunications & VoIP Administration

  • Administer and support Mitel-Unify OpenScape VoIP Systems (Atos) across enterprise environments.

  • Manage configuration, maintenance, troubleshooting, and optimization of voice infrastructure.

  • Monitor system performance and proactively address service degradation and outages.

  • Support SIP trunking, VoIP network integrations, call routing, and telephony services.

Contact Center Operations

  • Administer and maintain OpenScape Contact Center Enterprise environments.

  • Support contact center users, supervisors, and operational teams.

  • Manage call flows, routing strategies, queue configurations, and reporting functions.

  • Collaborate with business stakeholders to improve customer service capabilities.

IVR & Voice Applications

  • Configure, support, and troubleshoot Genesys IVR Management solutions.

  • Implement IVR enhancements and optimize customer self-service experiences.

  • Analyze call flows, voice applications, and customer journey performance.

  • Support integrations between Genesys and enterprise communication platforms.

Voice Monitoring & Recording Solutions

  • Administer ASC Call Recording Solutions for compliance and operational requirements.

  • Maintain voice retention policies and recording system performance.

  • Troubleshoot recording failures and voice quality issues.

Voice Traffic Management & Diagnostics

  • Manage Optic Voice Traffic Management and OpenScape Voice Trace Manager tools.

  • Analyze call quality metrics, voice traffic patterns, and network performance.

  • Perform root cause analysis for telephony incidents and service disruptions.

  • Generate performance reports and recommend optimization strategies.

Workforce Management Support

  • Support and administer Calabrio Workforce Management (WFM) platform.

  • Assist contact center leadership with forecasting, scheduling, and workforce optimization.

  • Troubleshoot system issues related to workforce planning and reporting.

Analog-to-VoIP Infrastructure

  • Configure and support Mediatrix Analog-VoIP Adapters.

  • Maintain connectivity between legacy analog systems and modern VoIP environments.

  • Perform hardware provisioning, firmware upgrades, and troubleshooting activities.

ITSM & Service Delivery

  • Utilize ServiceNow for incident, problem, request, and change management processes.

  • Maintain accurate technical documentation, operational procedures, and knowledge articles.

  • Participate in on-call support, incident resolution, and escalation management.

  • Ensure adherence to ITIL service management best practices.

What you’ll need to succeed (required skills)

  • Bachelor's degree in Information Technology, Telecommunications, Computer Science, or a related field (or equivalent experience).

  • 10+ years of experience supporting enterprise telecom or unified communications environments.

  • Hands-on experience with:

    • Mitel-Unify OpenScape Voice Systems

    • OpenScape Contact Center Enterprise

    • Genesys IVR Management

    • ASC Call Recording Solutions

    • Optic Voice Traffic Management

    • OpenScape Voice Trace Manager

    • Calabrio WFM

    • Mediatrix Analog-VoIP Adapters

    • ServiceNow

  • Strong understanding of:

    • VoIP technologies

    • SIP Protocol

    • Telecommunications networking

    • Contact Center operations

    • Call routing and voice infrastructure

  • Experience troubleshooting voice quality, latency, packet loss, and call connectivity issues.

  • Knowledge of ITIL processes and service management best practices.

Preferred Skills

  • Experience supporting enterprise contact centers with 500+ agents.

  • Familiarity with voice security, compliance, and call recording regulations.

  • Experience performing telecom migrations, upgrades, and system integrations.

  • Knowledge of network monitoring and performance optimization tools.

  • Exposure to cloud telephony or unified communications solutions.

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

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days in office at client location in Poughkeepsie, NY, USA.

Disclaimer: The salary, other 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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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Cognizant has given me the opportunity to thrive as a leader and as a person. The culture of recognition, the great benefits and the sense of community motivate me, and I strive to give my best every day.
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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I have the privilege of working with an amazing, diverse team with loads of international experience. It’s inspiring when we all bring our different thinking, skills and experience together to deliver great things.
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