Engineer, Client Service Desk

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

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.

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 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 VLANs 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)

TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience: