CUCM Engineer

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

Telecommunications Operations Analyst/Administrator

This role is responsible for the day-to-day administration and support of Cisco telephony and contact center environments, primarily managing user moves, adds, changes, and deletions (MACDs) across Cisco CUCM, Unity Connection, and UCCE.

Key responsibilities include:

• Managing user accounts, extensions, device profiles, and voicemail services.
• Configuring and maintaining contact center agents, teams, skill groups, and routing assignments.
• Ensuring compliance with dialing plans, naming standards, and telephony policies.
• Providing Tier 1 support for telephony-related incidents and service requests.
• Troubleshooting issues with Cisco Finesse, Webex softphones, voicemail, extensions, and call routing.
• Maintaining documentation, performing quality checks, and coordinating with business and technical teams.

Required skills:

• Administration of Cisco CUCM, Unity Connection, and UCCE.
• User provisioning, extension management, and voicemail administration.
• Contact center operations and agent lifecycle management.
• Basic telephony troubleshooting, Cisco Finesse, and Webex support.
• Experience with ticketing systems, Windows troubleshooting, and Microsoft Office.

Preferred skills:

• Advanced Cisco Contact Center knowledge.
• Familiarity with VoIP/SIP technologies.
• Experience with Webex softphone deployments and advanced Cisco Call Manager/UCCE environments.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.