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Principal Calabrio Engineer - Remote / Telecommute
At TTEC, we are committed to excellence in the delivery ofour comprehensive business transformational solutions, assisting our clients torevolutionize the customer experience. Weare an award-winning premier technology services provider offering contactcenter, web and speech enabled self-service applications with ProfessionalServices, Premise and Cloud Services, CRM Integration, Managed Services andUnified Communications. We attribute oursuccess to our talented team of professionals who are passionate about thedrive for results and providing best in class service to our clients.
As a Principal Calabrio Engineer you will provide premier client supportfor call recording, workforce management,performance management and analytics solutions and services. The ideal candidate in this role will haveprior external client facing skills with the ability to effectively mitigate,problem solve, perform issue resolution and provide timely communication andstatus updates to clients, service providers, and partners. They will track,document and work client issues using our Service Now ticketing and timetracking tool. The candidate will workas part of a project team but will provide the leadership on WFO tasks.
Skills and experience we are seeking:
- 4 to 6 years deployment, installation, support, administration, and troubleshooting experience with Calabrio.
- Previous experience with other WFO Solutions; Verint, Aspect, NICE.
- Ability to work within a process driven escalation environment in order to meet SLA'S.
- Excellent written and verbal communication skills to perform technical documentation and client communication.
- Familiarity with Microsoft office, Power Point, and Visio
- Strong client relationship skills working with enterprise level customers
- Ability to work in a delivery support environment that involves structured processes and timelines
DesiredSkills and Experience:
Call Center or Contact Center knowledge or consulting experience
Experience with Cisco Unified Contact Center Enterprise (UCCE)
Experience with Cisco Unified Communications Manager (CUCM)
Experience with Active Directory, Windows Server, VMWare, SQLServer, and/or Linux software.
Proven ability to design, implement and troubleshoot any form oftechnical solution
Immersive Telepresence, VCS and Collaboration Endpoints.
Scripting or Programming Languages
TTEC is a pioneer in customer experience, engagement and growthsolutions. Our 40,000 employees serve customers in more than 80 countries and50 languages across social, mobile, and digital channels. Weutilize a holistic approach, applying solutions from our four customerexperience segments-Consulting, Technology, Care and Growth-to help companiesprovide an amazing experience to their customers, inspire customer loyalty, andgrow their business. Our employees live by a set of customer-focused valuesthat guide relationships with clients, their customers and each other.
Our Customer Technology Services segment drives customer experienceoutcomes to small, medium and enterprise clients by providing best in classCloud and Premise Contact Center and Unified Communications Solutions, and CRM,Multi-channel, Omni-channel and WFO Services.
Variable incentive bonus plan, 401K company match, tuition reimbursement
Global career mobility, employee recognition programs, professionaldevelopment
State of the art technology which allows for seamless global connectivity
Rich wellness program and health incentives
Lead Everyday ? Do the Right Thing ? Reachfor Amazing ? Seek First to Understand ? Act as One ? Live life Passionately
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 .
Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.