Telecom Operations Analyst/Administrator (Cisco Telephony)

Location: Cincinnati, United States

Salary: $80,000–$100,000 per year

Company

Capgemini is a global business and technology transformation partner delivering technology, engineering, AI, cloud, data, and digital sustainability services.

What you will do

• Administer daily telephony moves, adds, changes, and deletions across Cisco CUCM, Unity Connection, and UCCE.
• Create and maintain user accounts, device profiles, extensions, voicemail accounts, and telephony configurations.
• Provision UCCE contact center agents, including IDs, teams, skill groups, peripherals, and agent profiles.
• Process incidents and service requests within established SLAs while maintaining accurate documentation and operational records.
• Provide Tier 1 support for Webex softphone, Cisco Finesse, voicemail, device registration, and basic call-routing issues.
• Coordinate with business units, contact center leadership, end users, and technical teams, escalating complex issues when needed.

Requirements

• Experience administering Cisco Unified Communications environments, including CUCM and Unity Connection.
• Experience performing telephony MACD activities and provisioning contact center agents in UCCE or similar platforms.
• Knowledge of user provisioning, account management, extension and dial-plan administration, voicemail, and contact center operations.
• Experience working with enterprise ticket management, incident response, and service request processes.
• Basic telephony troubleshooting skills, including Cisco Finesse and Webex application support.
• Knowledge of Windows desktop troubleshooting and Microsoft Office; Active Directory experience is preferred.

Nice to have

• Advanced Cisco contact center expertise and knowledge of Cisco Call Manager Calling.
• Familiarity with SIP, VoIP, telephony routing, and call-flow concepts.
• Experience with Webex softphone deployments, ITIL processes, workforce management, and contact center operations.
• Experience documenting procedures and maintaining operational runbooks.

Culture & Benefits

• Permanent, full-time employment for experienced professionals.
• Paid time off, company holidays, personal days, and sick leave based on employee grade and policy.
• Medical, dental, and vision coverage.
• Retirement savings plans, including 401(k) in the United States.
• Life and disability insurance and employee assistance programs.