Cisco UCCE Senior Support Engineer
Austin, TX

Job Description

Ttec is seeking a Cisco UCCE Senior Support Engineer to join our Technology Services team. This role is located in beautiful Austin with remote / telecommuting opportunities.

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!

What you'll be doing:

As part of our Managed Services Support Engineering team, you will work with our enterprise level clients providing medium to advanced troubleshooting support services in Cisco contact center solutions.

What you'll bring to us:

* Provide support to enterprise level customers regarding advanced UCCE issues.
* Ability to work in a delivery support environment that involves structured processes and timelines
* Experience with a disciplined development methodology and release management process
* Telecommunications: Development & Administration skills on any major switch platform (Aspect, Avaya, Nortel)
* Familiarity with Cisco Email Manager and Cisco Unity Architecture deployment, support, and administration preferred.
* Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis/voice protocols
* Multi-site configuration and hybrid of enterprise level IP and TDM environments



What skills you'll need:

* 4 years administration, troubleshooting and support experience with Cisco Unified Contact Center Enterprise applications. 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 scripting, design, deployment, administration, and troubleshooting.
* Experience with Cisco CVP Application design, development, administration and troubleshooting.
* Exposure with Cisco UCCE Solution Architecture and Integration.
* Experience with call recording solutions, Calabrio preferred
* Multi-site configuration and hybrid of enterprise level IP and TDM environments
* Cisco Certifications (i.e., CCNA, CCDP, CCIE) preferred
* Ability to obtain US Security clearance

Who We Are:

Ttec is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.

What We Offer:

* Variable incentive bonus plan, 401K company match, tuition reimbursement


* Global career mobility, employee recognition programs, professional development


* State of the art technology which allows for seamless global connectivity


* Rich wellness program and health incentives



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