Principal Technical Engineer

## **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:

8 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)

change it to priciple Escalation a level up