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 mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as theyprovide 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 arethe same.Job DescriptionCisco Telephony AdministrationPerform daily moves, adds, changes, and deletions (MACDs) within:Cisco Unified Communications Manager (CUCM)Cisco Unity ConnectionCisco 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 IDsTeam assignmentsSkill group assignmentsPeripheral associationsAgent profile updatesValidate configurations and ensure accuracy of routing and telephony assignments.Operational SupportProcess 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 ResponsibilitiesIncident Response and Tier 1 SupportRespond to telephony-related incident tickets.Troubleshoot and resolve basic Cisco collaboration issues.Investigate and assist with:Webex softphone login failuresCisco Finesse login issuesVoicemail access problemsExtension and device registration issuesBasic call routing concernsUser provisioning discrepanciesEscalate complex issues to appropriate engineering or support teams.Communicate status updates and resolutions to end users and stakeholders.Required QualificationsRequired (Primary) SkillsCisco Unified CommunicationsCisco Unified Communications Manager (CUCM) administrationCisco Unity Connection administrationCisco Unified Contact Center Enterprise (UCCE) administrationUser provisioning and account managementExtension and dial plan administrationVoicemail managementContact Center OperationsAgent onboarding and offboardingSkill group assignment and maintenanceTeam and agent configurationContact center user administrationTechnical SupportBasic telephony troubleshootingCisco Finesse supportWebex application supportIncident and service request managementRoot cause identification and problem resolutionGeneral Technical SkillsWindows desktop troubleshootingActive Directory user management (preferred experience)General ticketing system experienceMicrosoft Office applicationsCapgemini is a integral 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.#J-18808-Ljbffr