UCCE Telecommunications Senior 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.
As a UCCE Telecommunications Senior Engineer, you will work with our enterprise level clients providing medium to advanced scripting, configuration, administration, troubleshooting and support of Cisco ICM/ CVP architectures. You will be responsible for client management, mentoring of peers, technical solution development and delivery, deployment validation and advanced troubleshooting of releases. Responsibilities include integration with other enterprise applications and back-office systems. Experience with multi-site configurations and hybrid (IP & TDM) environments, in a consulting or large system administration role, within Fortune 1000 companies is required.
Skills and experience we are seeking:
3 to 5 years administration, troubleshooting and support experience with Cisco ICM / CVP Enterprise. Some design, integration and deployment experience with these applications is highly desirable.
Cisco IP Dialer development and support experience
Experience with CISCO IP-IVR Application performing design, development, and support functions.
Experience performing CISCO ICM Script Design and Deployment
Experience with CISCO CVP Application Design and Development
Familiarity with Cisco Email Manager. Support experience preferred.
Familiarity with Cisco Unity Architecture deployment. Support and administration experience preferred.
Exposure and familiarity with CISCO UCCE Solution Architecture and Integration.
Familiarity with H.323, SIP and/or MGCP protocols
Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis
Multi-site configuration and hybrid of enterprise level IP and TDM environments
ITIL Framework awareness
Excellent written and verbal communication skills (technical documentation and client communication)
Desired skills and experience, but not required:
Strong client relationship skills working with enterprise level customers
Ability to work in a delivery support environment that involves structured processes and timelines
Cisco Certifications (i.e., CCNA, CCDP, CCIE, etc.,)
Experience with a disciplined development methodology and release management process
Telecommunications: Development & Administration skills on any major switch platform (Aspect, Avaya, Nortel)
