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Job Description

Key Responsibilities:

-
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 regis

📌 CUCM Engineer (Bogotá)
🏢 Capgemini
📍 Bogotá