VoIP Telecom Administrator, Poughkeepsie, New York, United States

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.

Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.

Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.

Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.