Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
We are seeking a VoIP/Telecom Administrator responsible for managing and optimizing an organization's telecommunications & Contact Center systems (Mitel-OpenSpace & Genesys IVR). This role involves design, develop, deploy, and support telecom-related software and hardware across the company. The Administrator will work in alignment with the full I&O team to ensure adherence to security protocols, industry standards and continuous cost-effective improvements that reduce business downtime.
What you’ll do in the role:
Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the company's 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 (SMEs) 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.
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.
What you’ll need to succeed:
- 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
- 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
- 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.
- Must be able to travel to district locations and be capable of lifting 35lbs
- A strong understanding of ITIL best practice service delivery
An annual salary between $79,000-$112,000 is being offered for this role. 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.
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
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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
