TeleTech Senior Calabrio Engineer --- Remote / Telecommute in Austin, Texas

At TTEC, we are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech enabled self-service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We 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 Senior Calabrio Engineer you will provide premier client support forcall recording, workforce management, performance management and analyticssolutions and services. The ideal candidate in this role will have prior external client facing skills with the ability to effectively mitigate, problem solve, perform issue resolution and provide timely communication and status updates to clients, service providers, and partners. They will track, document and work client issues using our Service Now ticketing and time tracking tool. The candidate will work as part of a project team but will provide the leadership on WFO tasks.

Skills and experience we are seeking:

  • 3 to 5 years deployment, installation, support, administration, and troubleshooting experience with Calabrio.

  • Previous experience with other WFO Solutions; Verint, Aspect, NICE.

  • 3 to 5 years support, administration, and troubleshooting experience with Cisco, Avaya, or Nortel agent desktop, IP-IVR, instant messaging, workforce management, and call recording solutions in a call center environment.

  • Ability to work within a process driven escalation environment in order to meet SLA’S.

  • 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

  • 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

  • Excellent written and verbal communication skills to perform technical documentation and client communication.

  • Familiarity with Microsoft office, Power Point, and Visio

  • Strong client relationship skills working with enterprise level customers

  • Ability to work in a delivery support environment that involves structured processes and timelines

  • CCNA desired

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Do the Right Thing Reach for Amazing Seek First to UnderstandAct as OneLive life Passionately

#LI-RD1

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .

Employment Requirements: TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job: *Information Technology

Title: Senior Calabrio Engineer --- Remote / Telecommute

Location: TX-Austin

Requisition ID: 02904