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Cisco UCCE Escalation Engineering Lead - Remote US

Company: TTEC
Location: Cleveland
Posted on: June 25, 2022

Job Description:

TTEC Digital is hiring a Cisco UCCE Escalation Engineering Lead to work in our Cisco IX -Managed Services Support team,. - You will help deliver and drive our support of premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies. - This is a remote, telecommute role based in the US.In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco UCCE solutions involving the Unified Contact Center Enterprise product suite. You will leverage your knowledge and experience with problem resolution of all UCCE components including Cisco UCCE Routers/Loggers, HDS, Cisco PGs, CUIC, Finesse, CVP applications, IP/IVR systems, Cisco Call Managers, and 3rd Party Application Integrations. -What skills and experience you will bring:

  • 7 years configuring and supporting complex Cisco UCCE solutions with Cisco Unified Call Manager, Cisco UCCE (IPCC, CVP, and FINESSE)
  • Strong experience troubleshooting Cisco CVP Call Flows
  • Cisco CSS deployment and support experience
  • UCCE (PCCE/IPCC) Enterprise script, design, deployment and/or support experience
  • HDS administration and support
  • UCCE schema structure and SQL Query Analyzer knowledge and experience
  • CUIC administration and support
  • Demonstrated ability to perform complex problem isolation within Desired/Optional skills and Experience:
    • Telecommunications infrastructures Cisco Unified Communications Manager including 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/Gatekeepers
    • Cisco Emergency Responder (CER) a plus Leadership & Certifications:
      • Cisco Certifications (i.e., CCNA, CCNP, CCIE, etc.,)
      • Excellent documentation, presentation, and problem-solving skills
      • Excellent communication skills and client-facing skills
      • Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client
      • Provide mentoring and support to junior support staff members Who we are:TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through -, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and -, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our nearly 60,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.--- -COMPENSATION & BENEFITSThis position is eligible to participate in an annual incentive program. -Actual compensation offer to a candidate may vary based upon geographic location, work experience, education and/or skill levels. - Benefits available to eligible employees include the following:
        • Medical, dental, and vision
        • Tax-advantaged health care accounts
        • Financial and income protection benefits
        • Paid time off (PTO) and wellness time offFor more information about TTEC, visit or search #ExperienceTTEC throughout social media to engage in the global conversation"TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. But don't take our word for it - check out some our women in leadership and diversity awards on"#LI-BB2#LI-REMOTE

Keywords: TTEC, Cleveland , Cisco UCCE Escalation Engineering Lead - Remote US, Engineering , Cleveland, Ohio

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