Current Company Logo UCCE / ICM Scripter eLoyalty, a TeleTech Company - Austin, Texas Area Job Description At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive cloud and premised based solution offerings that include contact center, web and speech self-services. We are a Cisco Gold Preferred Partner and attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients. As a UCCE / ICM / CVP Support Engineer in our Global Escalation division, you will work with our enterprise level clients providing medium to advanced Moves/Adds/Changes of Cisco UCCE / ICM / CVP architectures. We have current openings in our Austin, TX and Denver, CO offices. You will be responsible for client management, mentoring of peers, technical solution development and delivery, deployment validation and advanced troubleshooting of releases. In this role you will leverage your experience in integrated Cisco infrastructures. Responsibilities include enhancements and integration with other enterprise applications and back-office systems. Experience with multi-site configurations and hybrid (IP & TDM) environments, in a consulting or large system administration role, within Fortune 1000 companies is required. Skills and experience we are seeking: Exceptional administration, troubleshooting and support experience with UCCE / ICM / CVP Enterprise. Design, integration, and enhancement experience with these applications Cisco IP Dialer development and support experience Call Manager experience is a must. Experience with CISCO IP-IVR Application performing design, development, and support functions. Experience performing CISCO ICM Script Design and Deployment Experience with CISCO CVP Application Design and Development is highly preferred Familiarity with Cisco Email Manager. Support experience preferred. Familiarity with Cisco Unity Architecture. Support and administration experience preferred. Exposure and familiarity with CISCO UCCE Solution Architecture and Integration. 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 (technical documentation and client communication) Exceptional client relationship skills working with enterprise level customers Ability to work in a delivery support environment that involves structured processes and timelines Desired skills and experience, but not required: Cisco Certifications (i.e., CCNA, CCDP, CCIE, etc.,) Experience with a disciplined development methodology and release management process Working knowledge of any major Middleware platform (MQ Series, Tuxedo) Working knowledge of Interface APIs/Object Models (CORBA, COM+, EAI) We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits. We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in client support, delivery and satisfaction. Company Description Superior customer experiences start with an integrated technology approach. eLoyalty, a TeleTech company, delivers a differentiated customer experience in your contact center. We have the technology to make it easier, more responsive, more flexible than ever before. Our cloud, hybrid, and on-premise technology offerings enable clients to communicate seamlessly with their customers across multiple channels and devices to build customer loyalty. We work with you to determine the best solution for your customers and provide business case justification to replace existing communication technologies or simply layer on new cloud technologies. eLoyalty generates approximately $100 million in revenues and operates primarily in the United States and Canada. Additional Information Posted:August 27, 2013Type: Full-time Experience: Mid-Senior level Functions: Information Technology, Consulting, Other Industries: Information Technology and Services, Telecommunications, Computer Software Job ID:7038864
Posted on: Thu, 29 Aug 2013 04:08:46 +0000
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