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Job Description

UCCE Escalation Engineer

At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Integrated Contact Solutions. We are a Cisco Gold Preferred partner and provider of VoIP UCCE solutions and services and attribute our success to our talented team of professionals who are passionate about the drive for results and providing our clients best in class service with Contact Center solutions. As part of our Managed Services, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.

We are currently seeking an experienced Cisco Unified Communication / TelePresence Escalation Engineer. In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco TelePresence and UC solutions involving the Unified Contact Center Enterprise product suite. You will leverage your knowledge and experience with problem resolution of Cisco TelePresence, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:

SIP, MGCP and H.323 protocols
Voice Gateway and Gatekeeper support and administration
ICM (IPCC, CVP and CTIOS) support and administration
IP Telephony Solution Design and support
Multiple end to end IP broadcast and streaming solutions

Preferred Technical skills and Experience:

2+ years of experience with TelePresence Management Suite Cisco CTS/CXS (Capture, Transform, and Share) and implementation / support of multiple end to end IP broadcast deployments.
2+ years configuring and supporting complex Cisco UC solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS)
Strong experience troubleshooting Cisco Routers and Switches (2600 and 3800 series)
Cisco CSS deployment and support experience
UCCE (IPCC) Enterprise script, design, deployment and/or support experience
H.323, SIP and/or MGCP deployment and support experience
Demonstrated ability to perform complex problem isolation within Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLANs, Bandwidth modeling] and VoIP infrastructures
Experience configuring and troubleshooting Voice Gateways/Gatekeepers
SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful
Cisco Emergency Responder (CER) a plus

Leadership & Certifications:
Cisco Certifications (i.e., CCT TelePresence, CCNA, CCNP, CCIE, etc.,)
Excellent documentation, presentation, and problem solving skills
Excellent communication skills and client-facing skills
Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client
Provide mentoring and support to junior support staff members

Posted By Teletech