About the role
Job Description
|
Position Title |
IPT Senior Escalation Engineer. |
|
Practice |
Cisco Managed Services |
|
Location |
Hyderabad |
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:
• 5 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:
· 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)
Aplyr's read
TTEC Digital specializes in customer experience technology, offering digital transformation services to enhance client engagement. It's ideal for tech-savvy professionals in customer-focused roles.
What's promising
- •Strong focus on digital transformation in customer experience management.
- •Diverse range of roles from technical to strategic positions.
- •Opportunities to work with leading technology platforms like AWS, Microsoft, and Google.
What to watch
- •Limited public information about company culture and employee satisfaction.
- •Potential for high-pressure environment due to client demands in digital transformation.
- •Frequent need for specialized technical skills may limit broader career mobility.
Why TTEC Digital
- •Expertise in integrating major technology platforms for customer experience solutions.
- •Specialized roles in cutting-edge technologies like NICE CXone and Five9 VCC.
- •Focus on high-level strategic roles, such as Vice President Digital Sales Executives.
Aplyr’s read is generated by AI from public sources. Was it useful?
About TTEC Digital
TTEC Digital is a customer experience technology and services company that helps organizations improve their customer engagement through digital transformation.
