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 Open Scape 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

• Administer and support Mitel-Unify Open Scape 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.

• Administer and maintain Open Scape 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.

• 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.

• 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.

• Manage Optic Voice Traffic Management and Open Scape 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.

• 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.

• 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.

• Utilize Service Now 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…