L3 Voice Telephony Administrator

Cognizant Technology Solutions Newport Beach , CA 92663

Posted 3 months ago

The digital era is forcing companies to transform through technology to stay relevant. Business must be always-on and infrastructure must predict change before it happens, to act fast and put a smile on the faces of users. Cognizant Cloud and Infrastructure Services keeps your business always ready, powers up employee productivity, integrates your departments and groups, and future-proofs your organization.

Responsibilities:

Cognizant is seeking a qualified associate to design systems for use in the telecommunications field managing VoIP (voice over Internet protocol) and telephony systems. The administrator is responsible for tasks including designing, installing, operating, maintaining, and troubleshooting voice communication systems.

Job Description:

  • 8+ years of experience:

  • SME level knowledge on Nortel IPPBX and administration and Maintenance of CS1000E/Rls.7.65, MG1010

  • Co-ordinate with the 3rd party vendor for any maintenance support of the CS1000E/Rls.7.65

  • Documentation regarding the data collection of Nortel CS1K with regard to incident management monitoring and MACD process

  • Maintaining Voice Devices Inventory for all sites

  • Perform Basic MACD configuration work (soft user related changes) and back-ups for infra in scope

  • Assist in Endpoints testing and troubleshooting e.g. phones, doorbells and alarms and paging system etc.

  • Assist Voice team in troubleshooting other integrated components like Pilot, RSI call accounting, AWS connect

  • Drive Patch Management for all sites

  • Ensure to follow Network security standards and compliances

  • Updating Site Level Drawing and Document for all Sites

  • Managing and Administering Private (TIE) and Public Trunk (DID)

  • Administration and Maintenance of IVR?s

  • Channel Allocation in IVR as per the business requirement

  • Problematic IVR channels to be identified and rectify the problem.

  • Co-ordination with multiple stakeholders/3rd party vendors for break-fix

  • VoIP software design and implementation experience

  • Experience working in and/or designing a contact center

  • Basic understanding of contact center metrics

Good-to-have skills:

  • Change and Configuration management through testing and moving updates through various staging environments (ITIL Change and Configuration Mgmt.)

  • Problem identification, determination, and resolution for product or usage of the product in conjunction with requestor (ITIL Incident/Problem Mgmt.)

  • Years of Experience

Technical Skills

SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Avaya Communication Mgr AdminPL1Required2Nice VOIP LoggerPL1Required3Avaya Communications ManagerPL1Required

  • Proficiency Legends

Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.


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L3 Voice Telephony Administrator

Cognizant Technology Solutions