At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our Contact Center solutions. 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.
We are currently undergoing a nationwide search for experienced Cisco IPT / CVP Solution Architects to provide design, architecture, implementation and delivery support of our Cisco UCCE Contact Center services and solutions. This an excellent career opportunity for individuals with prior voice and data architecture and engineering experience who want to develop and grow their career in Cisco Contact Center solutions in a consulting, client facing environment.
Role/Responsibilities:
Key player in the design and implementation of full-life cycle Cisco contact center project integrations including call center workflows
Perform analysis and diagnosis of complex voice and data network issues
Work and collaborate with project teams consisting of eLoyalty Professional Services staff, client resources, contract resources and 3 rd party vendors.
Provide technical thought leadership while interacting closely with the client.
Provide consistent and frequent project status updates and project issues to assigned eLoyalty Project Manager
Provide mentoring and support to junior staff members
Skills/Experience:
2 years designing, architecting, implementing, installing and configuring complex Cisco IPT solutions with Cisco Unified Call Manager clusters, Cisco Unity Voice Mail, Cisco ICM and CVP
3 years hands on, multi-site contact center systems integration experience with ACD and IVR solutions, with Cisco UCCE preferred
SIP, H.323 and MGCP voice protocol configuration experience is a must
Strong experience configuring and troubleshooting Voice Gateways/Gatekeepers
Prior support experience of the ICM environment including ACD, PG, IVR PG, IPCC and CTIOS
Prior experience designing, architecting, and administering routers, switches, RAS, TACACS and LAN/WAN [HSRP, Qos, VLAN's, Bandwidth modeling] and VoIP infrastructures
Prior project lead experience or team leadership skills required
Excellent documentation, presentation, and problem solving skills
Excellent communication skills and client-facing skills
CCIE [Voice or R&S], CCVP, or CCNP is a plus
Ability to travel extensively and work on client site on a weekly basis. Ability to work remotely from home during various phases of the project is likely.
