Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired bya collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.
Your Profile
- Diagnose and resolve audio quality, connectivity, and call routing issues for end users.System Monitoring & Performance Optimization
- Manage agent onboarding/offboarding in Five9 VCC, ensuring proper access and configuration.
- Conduct proactive health checks, generate performance reports, and ensure system stability.
- Analyze call logs, usage trends, and audit reports to identify and mitigate risks.Collaboration & Vendor Management
- Serve as the primary liaison between vendors (Five9, Microsoft, Poly, etc.) for issue escalation and service improvements.
Your Role
- Provide Tier 2/3 support for Five9 VCC and Verint, resolving agent-facing issues promptly.
- Partner with NOC, Network, and Wintel teams to resolve cross-functional telephony and infrastructure challenges.Microsoft Teams & Cloud Telephony Administration
- Administer Microsoft Teams Admin Center and Office 365 telephony services, including,Calling policies, dial plans, and Operator Connect configurations.Teams meeting policies and device management (Poly, AudioCodes, etc.).
- Utilize PowerShell scripting for automation, bulk updates, and administrative tasks.
- Support third-party integrations (e.g., Gong, Zoom) for analytics and communication workflows.Documentation & Process Improvement.
What Will You Love Working At Capgemini
- You'll work with advanced VoIP systems, SIP protocols, and unified communication platforms like Cisco, Avaya, or Microsoft Teams.
- Keeps you at the forefront of enterprise communication tech.Capgemini is a multinational company, so you'll likely manage VoIP solutions for global clients, giving you experience with diverse infrastructures and compliance standards.
- VoIP engineers troubleshoot call quality issues, latency, and packet loss. If you enjoy diagnosing network problems and optimizing performance, this role is perfect.
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of 22.1 billion.
Make it real | www.capgemini.com
