Level 1 IPT Support Specialist
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Contact Center solutions. As part of our Managed Services division based in Austin you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Cisco Contact Center technologies.
As a Level 1 IPT Support Specialist in our Service Operations division you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise product suite. In this role 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.
In this role, you will work with the following:
• Cisco Call Manager configuration, support and administration
• Cisco Unity Voice Mail configuration, support and administration
• SIP, BGCP and H.323 protocols
• Voice Gateway and Gatekeeper configuration, support and administration
• IP/IVR systems
• Customer Voice Portal support and administration
• IP Telephony Solution Design
Skills and Experience (at least 4 of the following):
• Cisco Call Manager deployment, administration or support experience REQUIRED
• Cisco Meetingplace deployment, administration or support experience
• Cisco ICM / UCCE (IPCC) Enterprise knowledge
• Cisco IP Dialer deployment, administration or support experience
• PSTN experience
• H.323, SIP and/or MGCP deployment and support experience
• WAN planning and QoS implementation and support experience
• Hardware administration and testing, network validation, remote administration, systems monitoring and integration with other enterprise applications and back office systems
• Multi-site configuration and hybrid of enterprise level IP and TDM environments
• Ability to work 4 x 10 hour shifts which may include nights and one weekend day
• Excellent verbal communication skills
• Strong client facing skills
We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits including medical, dental, vision, 401k, paid time off, training and opportunity to obtain technical certifications.
