VoIP / Telecom Administrator

Job Title: VoIP / Telecom Administrator

Job Location: Onsite- Poughkeepsie, NY, USA

We are seeking an experienced VoIP / Telecom Administrator to support, maintain, and optimize enterprise telecommunications and contact center environments. The ideal candidate will possess strong expertise in Mitel-Unify OpenScape VoIP solutions, Genesys IVR platforms, Contact Center technologies, voice traffic management, call recording systems, and workforce management applications . This role is responsible for ensuring the availability, performance, security, and reliability of critical voice and contact center infrastructure that supports business operations and customer interactions.

Salary and Other Compensation:

The annual base salary for this position is starting from $130K depending on 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.

In this role, you will

Telecommunications & VoIP Administration

• Administer and support Mitel-Unify OpenScape VoIP Systems (Atos) across enterprise environments.
• Manage configuration, maintenance, troubleshooting, and optimization of voice infrastructure.
• Monitor system performance and proactively address service degradation and outages.
• Support SIP trunking, VoIP network integrations, call routing, and telephony services.

Contact Center Operations

• Administer and maintain OpenScape Contact Center Enterprise environments.
• Support contact center users, supervisors, and operational teams.
• Manage call flows, routing strategies, queue configurations, and reporting functions.
• Collaborate with business stakeholders to improve customer service capabilities.

IVR & Voice Applications

• Configure, support, and troubleshoot Genesys IVR Management solutions.
• Implement IVR enhancements and optimize customer self-service experiences.
• Analyze call flows, voice applications, and customer journey performance.
• Support integrations between Genesys and enterprise communication platforms.

Voice Monitoring & Recording Solutions

• Administer ASC Call Recording Solutions for compliance and operational requirements.
• Maintain voice retention policies and recording system performance.
• Troubleshoot recording failures and voice quality issues.

Voice Traffic Management & Diagnostics

• Manage Optic Voice Traffic Management and OpenScape Voice Trace Manager tools.
• Analyze call quality metrics, voice traffic patterns, and network performance.
• Perform root cause analysis for telephony incidents and service disruptions.
• Generate performance reports and recommend optimization strategies.

Workforce Management Support

• Support and administer Calabrio Workforce Management (WFM) platform.
• Assist contact center leadership with forecasting, scheduling, and workforce optimization.
• Troubleshoot system issues related to workforce planning and reporting.

Analog-to-VoIP Infrastructure

• Configure and support Mediatrix Analog-VoIP Adapters .
• Maintain connectivity between legacy analog systems and modern VoIP environments.
• Perform hardware provisioning, firmware upgrades, and troubleshooting activities.

ITSM & Service Delivery

• Utilize ServiceNow for incident, problem, request, and change management processes.
• Maintain accurate technical documentation, operational procedures, and knowledge articles.
• Participate in on-call support, incident resolution, and escalation management.
• Ensure adherence to ITIL service management best practices.

What you’ll need to succeed (required skills)

• Bachelor's degree in Information Technology, Telecommunications, Computer Science, or a related field (or equivalent experience).
• 10+ years of experience supporting enterprise telecom or unified communications environments.
• Hands-on experience with:
• Mitel-Unify OpenScape Voice Systems
• OpenScape Contact Center Enterprise
• Genesys IVR Management
• ASC Call Recording Solutions
• Optic Voice Traffic Management
• OpenScape Voice Trace Manager
• Calabrio WFM
• Mediatrix Analog-VoIP Adapters
• ServiceNow
• Strong understanding of:
• VoIP technologies
• SIP Protocol
• Telecommunications networking
• Contact Center operations
• Call routing and voice infrastructure
• Experience troubleshooting voice quality, latency, packet loss, and call connectivity issues.
• Knowledge of ITIL processes and service management best practices.

Preferred Skills

• Experience supporting enterprise contact centers with 500+ agents.
• Familiarity with voice security, compliance, and call recording regulations.
• Experience performing telecom migrations, upgrades, and system integrations.
• Knowledge of network monitoring and performance optimization tools.
• Exposure to cloud telephony or unified communications solutions.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days in office at client location in Poughkeepsie, NY, USA.

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.

“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, state or local laws.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.