Senior VoIP & Contact Center Engineer - Mitel OpenScape / Genesys

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.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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.

Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

About Cognizant:

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.