Profile: UCCX Admin Manager

Qualifications:

Must have a Bachelor's or Master's degree in Computer Science, Information Technology, or other relevant field. Must have at least 8+ years of experience in troubleshooting of UCCX components, including CTI, scripts, and reporting (less than 8 years of work experience may be considered). Knowledgeable in configuration and customization of Contact Centre workflows, call routing, and IVR scripts. Must have people management experience Proficient in Integration with other Cisco products and third-party applications. In-depth configuration, administration, and troubleshooting of CUCM. Expertise in call routing, dial plans, device configuration, firmware upgrades, and integration with other systems. Good understanding of how CUCM integrates with Cisco Unity Connection, UCCX, and external applications. Proficient in configuring and troubleshooting voicemail systems and unified messaging. Has exposure to integration with CUCM and other Cisco collaboration tools, ensuring seamless operation within the contact center ecosystem. Good knowledge of Calabrio Workforce Optimization (WFO) suite including recording, quality management, and analytics. Ability to configure, troubleshoot, and integrate Calabrio components with UCCX and CUCM. Advanced skills in configuration and management of Cisco voice gateways, including ISR and ASR series. Expertise in voice protocols and interfaces such as H.323, SIP, and PRI. Good knowledge in troubleshooting voice quality issues, call setup problems, and gateway performance. Deep understanding of SIP trunking, SIP signaling, and SIP-based call flows. Knowledgeable in PRI configuration, troubleshooting, and diagnosing circuit issues.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.