IPT Senior Escalation Engineer

Responsibilities

• Provide high-level troubleshooting and support for complex Cisco Unified Contact Center Enterprise and Unified Communications solutions.
• Resolve issues involving CVP applications, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP, and Voice Gateways.
• Perform complex problem isolation within telecommunications infrastructures, including FXO/FXS/PRI/T1/DS3 circuits and signaling protocols.
• Design, deploy, and support UCCE (IPCC) Enterprise scripts.
• Mentor and provide technical support to junior staff members.
• Maintain excellent documentation and client-facing communication.

Requirements

• 5 years of experience configuring and supporting complex IPT solutions.
• Expertise in Cisco Unified Call Manager and Cisco Unity Voice Mail.
• Strong experience troubleshooting Cisco Voice Gateways and Oracle ACME SBCs.
• Proven experience with SIP deployment and support.
• Knowledge of LAN/WAN administration, including HSRP, QoS, VLANs, and bandwidth modeling.
• Cisco Certifications such as CCNA, CCNP, or CCIE.

Preferred Qualifications

• Experience with Cisco ICM (IPCC, CVP, and CTIOS).
• Oracle ACME SBC administration experience.
• Proficiency with SQL Query Analyzer, RCD/TCD, Call Trace, and Log Analysis.
• Experience with Cisco Emergency Responder (CER).
• Knowledge of VOSS support and administration.

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experiences (CX). We coach clients to ensure their employees feel valued and supported, creating environments where both customers and employees can thrive.