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Senior Calabrio Engineer job in Austin

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TTEC jobs
Country:  United States
State:  Texas (TX)
City:  Austin
Job Category:  Information Technology
TTEC, formerly TeleTech, is seeking a Senior Calabrio Escalation Engineer to join our Technology Services team.

Why choose TTEC to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!

What you'll be doing:

As part of our Managed Services Support Engineering team, you will work with our enterprise level client providing medium to advanced troubleshooting support services for Calabrio solutions.

What you'll bring to us:

  • Provide support to enterprise level customers regarding medium to advanced Calabrio issues.
  • Ability to work in a delivery support environment that involves structured processes and timelines
  • Experience with a disciplined development methodology and release management process
  • Familiarity with Cisco Email Manager and Cisco Unity Architecture deployment, support, and administration preferred.
  • Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis/voice protocols
  • Multi-site configuration and hybrid of enterprise level IP and TDM environments
  • They will track, document and work client issues using our Service Now ticketing and time tracking tool.

What sills you'll need:

  • 3 to 5 years support, administration, and troubleshooting experience with Calabrio
  • Ability to work within a process driven escalation environment in order to meet SLA'S.
  • Knowledge or experience with Cisco ICM / CVP Enterprise and Cisco IP Dialer
  • Familiarity with Cisco Email Manager. Support experience preferred.
  • Familiarity with Cisco Unity Architecture deployment. Support and administration experience preferred.
  • Familiarity with H.323, SIP and/or MGCP protocols
  • Familiarity and exposure to SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis
  • Multi-site configuration and hybrid of enterprise level IP and TDM environments
  • ITIL Framework awareness
  • Excellent written and verbal communication skills to perform technical documentation and client communication.
  • Strong client relationship skills working with enterprise level customers

Who We Are:

TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments-Consulting, Technology, Care and Growth-to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.

What We Offer:

  • Variable incentive bonus plan, 401K company match, tuition reimbursement
  • Global career mobility, employee recognition programs, professional development
  • State of the art technology which allows for seamless global connectivity
  • Rich wellness program and health incentives

Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately
Employer:  TTEC


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