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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.

Capgemini is a global business and techn

📌 CUCM Engineer (Bogotá)
🏢 Capgemini Engineering
📍 Bogotá