Senior Escalation Engineer (Acqueon Dialer)

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

We are a Cisco Gold Preferred partner and provider of Cisco UCCE solutions and services and attribute our success to our talented team of professionals who are passionate about the drive for results and providing our clients best in class service with Contact Center solutions. As part of our Managed Services Support team, you will help deliver and drive our support of premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.

What You'll Be Doing

• Work with our enterprise level clients providing troubleshooting and support expertise primarily in Acqueon Dialer in the Cisco UCCE solutions involving the Unified Contact Center Enterprise product suite.

• Leverage your knowledge and experience with problem resolution of all Acqueon components including Cisco UCCE Routers/Loggers, HDS, Cisco PGs, CUIC, Finesse, CVP applications, IP/IVR systems, Cisco Call Managers, and 3rd Party application integrations.

• Creating and updating SOP’s as needed

• Creating new LCM Campaigns

• Updating outbound voicemail application

• Working with the client’s agent experience team to create the inbound scripts for the customer call backs

• Maintaining and updating solution design documentation

• Maintaining Dialer design workbook

• Performing Dialer and LCM updates

• Working with Acqueon team for any product, database, custom applications, custom gadgets (within finesse portal) updates

What You'll Bring to the Role

• 5+ years configuring and supporting complex Contact Center solutions including dialer within a Cisco UCCE design with Cisco Unified Call Manager, Cisco UCCE (IPCC, CVP, and FINESSE) 

• Strong experience troubleshooting Call Flows

• UCCE (PCCE/IPCC) Enterprise script, design, deployment and/or support experience 

• HDS administration and support

• UCCE schema structure and SQL Query Analyzer knowledge and experience

• Demonstrated ability to perform complex problem isolation

• Experience with Cisco Unified Communications Manager including FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols desired

• Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN’s, Bandwidth modeling] and VoIP infrastructures desired

• Experience configuring and troubleshooting Voice Gateways/Gatekeepers desired

• Cisco Emergency Responder (CER) desired

• Cisco Certifications preferred

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $125,000 to $135,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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