IPT/ICM/IPCC Support Engineer

As part of our Integrated Contact Solutions – Managed Services division in Austin, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies. 

 

As an IPT, ICM or IPCC Support Engineer, you will work with our enterprise level clients providing advanced troubleshooting of primarily 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 Aspect, Avaya, or Nortel infrastructures, LAN/WAN troubleshooting, Windows 2000/2003 server administration and support in conjunction with the following:

 Cisco Call ManagerUnity ServerCisco ICM/IPCC EnterpriseVoice Gateways and GatekeepersCVP – Customer Voice PortalIP/IVR

Preferred skills and experience (at least 2 of the following):

 Cisco Call Manager deployment and support experienceCisco Unity deployment and support experienceCisco ICM/IPCC Enterprise deployment and support experienceCisco IP Dialer deployment and support experienceCisco Email Manager deployment and support experienceIP/IVR design, deployment and support experienceCVP – Customer Voice Portal deployment and support experienceIPCC Enterprise script, design, deployment and/or support experienceH.323, SIP and/or MGCP deployment and support experienceWAN planning and QoS implementation and support experienceHardware administration and testing, network validation, remote administration, systems monitoring and integration with other enterprise applications and back office systemsMulti-site configuration and hybrid of enterprise level IP and TDM environments 

Desired skills and experience:

 Exceptional client relationship skills working with enterprise level customersAbility to work in a delivery support environment that involves structured processes and timelinesCisco Certifications (i.e., CCNA, CCDP, CCIE, etc.,) 

We offer an outstanding career development opportunity, a competitive salary along with full comprehensive benefits.  Travel is not required for this role.  We are looking for individuals with a team player attitude, strong drive for career growth and a passion for excellence in service support and delivery.

 eLoyalty helps its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement.  With a long track record of delivering proven solutions for many of the Fortune 1000, eLoyalty's offerings include Behavioral Analytics™, Integrated Contact Solutions and Consulting Services, aligned to enable focused business transformation.  For more information about eLoyalty, visit www.eloyalty.com.  eLoyalty is an Affirmative Action/Equal Employment Opportunity