Job Title: VoIP / Telecom Administrator
Job Location: Onsite- Poughkeepsie, NY, USA
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.
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.
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.
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.
