Principal Escalation Engineer - UCCE
TTEC
Heredia, Costa Rica, CR
hace 5 días

Principal Escalation Engineer - UCCE

TTEC Digital is seeking a Senior Cisco UCCE Support Engineer to join our Cisco Interaction Experience team. This is a remote, telecommute opportunity based in Costa Rica.

Why choose TTEC to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.

Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!

In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco UCCE solutions involving the Unified Contact Center Enterprise product suite.

You will leverage your knowledge and experience with problem resolution of all UCCE components including Cisco UCCE Routers / Loggers, HDS, Cisco PGs, CUIC, Finesse, CVP applications, IP / IVR systems, Cisco Call Managers, and 3rd Party Application Integrations.

What skills you will bring :

  • 7+ years configuring and supporting complex Cisco UCCE solutions with Cisco Unified Call Manager, Cisco UCCE (IPCC, CVP, and FINESSE)
  • Strong experience troubleshooting Cisco CVP Call Flows
  • Cisco CSS deployment and support experience
  • UCCE (PCCE / IPCC) Enterprise script, design, deployment and / or support experience
  • HDS administration and support
  • UCCE schema structure and SQL Query Analyzer knowledge and experience
  • CUIC administration and support
  • Demonstrated ability to perform complex problem isolation within
  • Desired / Optional skills and Experience :

  • Telecommunications infrastructures Cisco Unified Communications Manager including FXO / FXS / PRI / T1 / DS3 Circuits & Signaling Protocols
  • Prior experience designing, administering, or supporting LAN / WAN HSRP, QoS, VLAN’s, Bandwidth modeling and VoIP infrastructures
  • Experience configuring and troubleshooting Voice Gateways / Gatekeepers
  • Cisco Emergency Responder (CER) a plus
  • Leadership & Certifications :

  • Cisco Certifications (i.e., 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
  • Who We Are :

    Founded in 1982, our nearly 62,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

    We were founded on one guiding principle : customer experiences that are simple, inspired, and more human deliver lasting value for everyone.

    Your role brings that principle to life.

    What You Can Expect

    This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and / or skill levels.

    Benefits available to eligible employees include the following :

  • Medical, dental, and vision
  • Tax-advantaged health care accounts
  • Financial and income protection benefits
  • Paid time off (PTO) and wellness time off
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