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Staff Augmentation: Telecom Operations Analyst/Administrator
Position Summary
We are seeking a Telecommunications Operations Analyst/Administrator to support the day-to-day administration and maintenance of our Cisco Unified Communications environment. The primary responsibility of this role is to execute telephony moves, adds, changes, and deletions (MACDs) across Cisco Call Manager (CUCM), Cisco Unity Connection, and Cisco Unified Contact Center Enterprise (UCCE) platforms.
This individual will provision and maintain telephony services for both knowledge workers and contact center agents, ensuring compliance with established naming conventions, extension assignment standards, location-based dialing plans, and contact center skill routing requirements. The role will also provide Tier 1 operational support for telephony incidents and user-reported issues.
Cisco Telephony Administration
- Perform daily moves, adds, changes, and deletions (MACDs) within:
- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection
- 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
- Agent profile updates
- Validate configurations and ensure accuracy of routing and telephony assignments.
Operational Support
- 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.
Secondary Responsibilities
Incident Response and Tier 1 Support
- 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
- Voicemail access problems
- Extension and device registration issues
- Basic call routing concerns
- User provisioning discrepancies
- Escalate complex issues to appropriate engineering or support teams.
- Communicate status updates and resolutions to end users and stakeholders.
Required (Primary) Skills
- Cisco Unified Communications
- 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
- Contact Center Operations
- Agent onboarding and offboarding
- Skill group assignment and maintenance
- Team and agent configuration
- Contact center user administration
Technical Support
- Basic telephony troubleshooting
- Cisco Finesse support
- Webex application support
- Incident and service request management
- Root cause identification and problem resolution
General Technical Skills
- Windows desktop troubleshooting
- Active Directory user management (preferred experience)
- General ticketing system experience
- Microsoft Office applications
Preferred Skills
- 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.
Experience Requirements
Minimum Qualifications
- 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.
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