Telecom Voip Support

VoIP/Telecom Administrator

The VoIP/Telecom Administrator is a skilled and experienced professional responsible for managing and optimizing an organization's telecommunications & Contact Center systems (Mitel-OpenSpace & Genesys IVR). This role involves design, development, deployment, and support of 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&O team to ensure adherence to security protocols, industry standards, and continuous cost-effective improvements that reduce business downtime.

In this role, you will:

• Mitel OpenSpace telecom System Management: Oversees day-to-day operation, maintenance, and optimization of the company's 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 (SMEs) 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 Central Hudson's organizational values, including performing to a high ethical standard and being focused on integrity, collaboration, and teamwork in all efforts.

In this role you need:

• 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

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role's business requirements, this is a Onsite position requiring 5 days a week in a client office in Poughkeepsie, New York.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Salary and Other Compensation:

Applications will be accepted until October 17, 2025.

The annual salary for this position is between $91,000 to $107,000 depending on the 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:

• 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 salary, other 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.

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning, and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents — from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other employment-related information:

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, provincial, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.