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:
1. Mitel-Unify OpenSpace VoIP Systems (Atos)
2. OpenSpace Contact Center Enterprise.
3. Genesys IVR Management
4. ASC Call Recording Solutions
5. Optic Voice Traffic management & OpenSpace Voice Trace Manager.
6. Calabrio- Workforce Management. (WFM).
7. Mediatrix Analog-VoIP Adapters.
8. 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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
