At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.
## **Position Purpose**
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 IPT Senior Escalation this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise and Unified Communications product suites. You will leverage your knowledge and experience with problem resolution of CVP applications IP/IVR systems Cisco Call Managers Cisco Unity SIP and Voice Gateways including:
Voice Gateway support and administration
ICM (IPCC CVP and CTIOS) support and administration (Optional)
IP Telephony Solution Design and support
Oracle ACME SBC support and administration (Optional)
Preferred Technical skills and Experience:
8 years experience configuring and supporting complex IPT solutions with Cisco Unified Call Manager Cisco Unity Voice Mail Cisco ICM (IPCC CVP and CTIOS) and Oracle ACME.
Strong experience troubleshooting Cisco Voice Gateways and Oracle ACME SBCs.
UCCE (IPCC) Enterprise script design deployment and/or support experience
SIP 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 and SBCs.
SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful
Cisco Emergency Responder (CER)
Leadership & Certifications:
Cisco Certifications (i.e. CCNA CCNP CCIE etc.)
Excellent documentation presentation and problem-solving skills
Excellent communication skills and client-facing skills
Provide mentoring and support to junior support staff members
VOSS support and administration (Optional)
change it to priciple Escalation a level up
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Employment Type : Full-Time Experience: years Vacancy: 1
Principal Technical Engineer • Hyderabad, Sindh, Pakistan