Telecom Operations Analyst/Administrator

We are looking for Telecom Operations Analyst/Administrator for our client in Cincinnati OH.

Job Title: Telecom Operations Analyst/Administrator

Job Location: Cincinnati OH

Job Type: Contract

Job Overview:

Pay Range: $65.00hr - $70.00hr

Requirement/Must Have:

• Experience administering Cisco Unified Communications environments.
• Experience performing telephony MACD activities.
• Experience supporting Cisco Call Manager and Unity Connection.
• Experience provisioning contact center agents in UCCE or similar contact center platforms.
• Experience working within an enterprise ticket management environment.

Responsibilities:

• Perform daily moves, adds, changes, and deletions (MACDs) within Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Enterprise (UCCE).
• Create, modify, and deactivate user accounts and device profiles.
• Assign and manage phone extensions according to established location-based numbering plans.
• Configure user profiles in accordance with organizational naming standards and telephony policies.
• Provision and maintain voicemail accounts and associated settings.
• Configure contact center agent accounts, including Agent IDs, Team assignments, Skill group assignments, Peripheral associations, and Agent profile updates.
• Validate configurations and ensure accuracy of routing and telephony assignments.
• Process incidents and service requests within established SLAs.
• Maintain documentation of telephony changes and configuration activities.
• Perform quality checks on completed provisioning activities.
• Coordinate with business units, contact center leadership, and technical teams on telephony requests.
• Respond to telephony-related incident tickets.
• Troubleshoot and resolve basic Cisco collaboration issues.
• Investigate and assist with Webex softphone login failures, Cisco Finesse login issues, and voicemail access problems.
• Address extension and device registration issues and basic call routing concerns.
• Escalate complex issues to appropriate engineering or support teams.
• Communicate status updates and resolutions to end users and stakeholders.

Nice to Have:

• Cisco Contact Center expertise beyond basic UCCE administration.
• Knowledge of Cisco Call Manager Calling and Cisco UCCE.
• Familiarity with SIP and VoIP technologies.
• Experience with Webex softphone deployments.
• Understanding of telephony routing concepts and call flows.
• Experience working within enterprise service management processes (ITIL).
• Exposure to workforce management or contact center operations.
• Experience documenting procedures and maintaining operational runbooks.
• Active Directory user management experience.

Skills:

• Cisco Unified Communications Manager (CUCM) administration.
• Cisco Unity Connection administration.
• Cisco Unified Contact Center Enterprise (UCCE) administration.
• User provisioning and account management.
• Extension and dial plan administration.
• Voicemail management.
• Agent onboarding and offboarding.
• Skill group assignment and maintenance.
• Team and agent configuration.
• Contact center user administration.
• Basic telephony troubleshooting.
• Cisco Finesse support.
• Webex application support.
• Incident and service request management.
• Root cause identification and problem resolution.
• Windows desktop troubleshooting.
• Microsoft Office applications.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities