Cisco Unified Communications Engineer
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
We are currently undergoing a search for experienced Cisco IPT Telecommunications Principal Engineer to provide design, deployment and delivery support of our Cisco UCCE Contact Center services and solutions. This an excellent career opportunity for someone with prior voice and data engineering experience who want to develop and grow their career in Cisco Contact Center solutions in a consulting, client facing environment.
Role/Responsibilities:
Project team member involved in the design and deployment of full-life cycle Cisco contact center project integrations including call center workflows
Under the direction of the Lead Solution Architect, perform analysis and diagnosis of complex voice and data network issues
Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client resources, contract resources and 3rd party vendors.
Provide consistent and frequent project status updates and project issues to assigned eLoyalty Project Manager
Requirements:
5+ years designing, deploying, installing and configuring complex Cisco IPT solutions with Cisco Unified Call Manager clusters, Cisco Unity Voice Mail, Cisco ICM and CVP
1 to 2+ years hands on, multi-site contact center systems integration experience with ACD and IVR solutions, with Cisco UCCE preferred
SIP, H.323 and MGCP voice protocol configuration experience is a must
Strong experience configuring and troubleshooting Voice Gateways/Gatekeepers
Prior support experience of the ICM environment including ACD, PG, IVR PG, IPCC and CTIOS
Prior experience deploying and administering routers, switches, RAS, TACACS and LAN/WAN [HSRP, Qos, VLANs, Bandwidth modeling] and VoIP infrastructures
Excellent documentation, presentation, and problem solving skills
Excellent communication skills and client-facing skills
CCIE [Voice or R&S], CCVP, or CCNP is a plus
