Principal Technical Engineer

Jobless

Hyderabad

On-site

INR 1,200,000 - 2,400,000

Full time

8 days ago

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Job summary

TTEC Digital is seeking an experienced IPT Senior Escalation Engineer to drive, deliver and support premier Cisco IPT solutions for enterprise clients in a managed services context.

You will troubleshoot complex IP Telephony issues, design and support ICM/CTIOS and UC components, and mentor staff while ensuring high-quality client outcomes.

Qualifications

8 years’ experience configuring and supporting complex IPT solutions with Cisco UC Manager, Cisco Unity Voice Mail, 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.
Cisco Emergency Responder (CER)

Responsibilities

Provide troubleshooting expertise for IPT solutions primarily Cisco-based, with enterprise clients.
Deliver design, deployment and support for UC/IVR/CTIOS environments.
Mentor junior support staff and ensure thorough documentation.

Skills

IPT solutions

Cisco UC

SIP protocols

Voice gateway

ICM/CTIOS support

Oracle ACME SBC

UCCE IPCC

CCNA/CCNP/CCIE

Troubleshooting IP telephony

SQL query analysis

Education

Cisco Certifications (CCNA/CCNP/CCIE)

Tools

Cisco Call Manager

Cisco Unity

ICM (IPCC/CVP/CTIOS)

Oracle ACME SBC

VOSS

Job description

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 Engineer. In 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:

SIP protocols
Voice Gateway support and administration
Cisco CUBEs
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, VLAN’s, 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