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Cisco UCCE or UC Escalation Engineer -- Radnor, PA


Posted: 2/17/2020
Job Reference #: 02JMS

Job Description

TTEC is seeking a Cisco UCCE Senior Escalation Engineer to join ourTechnology Services team.   This role islocated in beautiful Austin with remote / telecommuting opportunities. 

Why choose TTEC toenhance and broaden your career?  We arejust as passionate about providing ideal solutions to solving our client'sbusiness problems by driving customer experience outcomes with our enhancedtechnical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leaderor Sales Executive we need your talent to help us in our exciting journey tosuccess! 

What you'll be doing: 

As part of ourManaged Services Support Engineering team, you will work with our enterpriselevel clients providing medium to advanced troubleshooting support services inCisco 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 skillsyou'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 pioneerin customer experience, engagement and growth solutions. Our 40,000 employeesserve 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 totheir customers, inspire customer loyalty, and grow their business. Ouremployees live by a set of customer-focused values that guide relationshipswith clients, their customers and each other.

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

WhatWe Offer:

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

  • Global career mobility, employee recognitionprograms, professional development

  • State of the art technology which allows forseamless global connectivity

  • Rich wellness program and health incentives



As a condition of employment, TTEC requires all employees hired in the United States to successfully pass a background check, and, depending on the location and client program, to successfully pass a drug screening.? TTEC is an Equal Opportunity Employer. 


Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC. 




Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!