IPCC Enterprise-Customer Support Engineer

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Listing Info


Lead large customer accounts by providing global support on IP Contact Centers and Call center applications
ettain group has immediate contract opportunity for an IP Call Center Engineer in the Raleigh/RTP area.
In this role, you will provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where IP Contact Center (IPCC) and other Call Center applications are deployed. You will determine methods and procedures for solving complex technical issues encompassing hardware, software and networking. You will function as technical lead for large customer accounts with multiple concurrent technical issues.

Responsibilities


Formulate technical action plans for analyzing and resolving end-to-end solutions
Generate clear and concise documentation in the form of case notes, technical tips and white papers
Works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Provide systems/product training
Provide guidance & leadership to less experienced engineers
Acts as a focal point for large account Contact Center/IPCC problem resolution
Provides support on a world-wide basis

Required Certifications

CCNA

Requirements


2+ years of: Administrator level knowledge of either Microsoft Windows or Unixworking knowledge of Networking industry, products and protocolsIP Networking experienceMSFT SQL serverMSFT Operating System troubleshootingMSFT Networking design and implementation
MSFT Operating System security modeling/design, implementation and troubleshootingVoice experience and dealing with Voice Solutions Preferred Experience / Qualifications:BS or MS in a Technical Field (CS/DD preferred)General IP Contact CenterICM (Intelligent Contact Manager)Ability to communicate effectively both verbally and in writingDatabase experience (Oracle, SQL, Sybase)Working with cross-functional teamAbility to determine problems and deliver known solutionsPresentation skillsAbility to work effectively with and provide guidance to other members of the work group
Previous Customer Support experienceCisco IPT related products: CallManager, Unity, IPCC, Voice Gateways, etc...MSFT Active DirectoryMSFT Exchange Other Requirements/Information:Must be able to work on-site in the client's location in Raleigh/Durham, NC areaNo relocation or interview expenses will be covered—non-local candidate should be willing to cover their relocation / interview expense. Per Diem provision is possible through a W2 contractYou must be able to work on a W2 or C2C during the contract phase of this opportunity. Candidates submitted through sub-contracting agencies may not be considered for this opportunity. You must be willing and able to become a direct employee at our client without requiring visa transfer or sponsorship
Please submit resumes online through our website for opportunity #19319. Direct questions to the ettain group Raleigh office at (919) 941-0101 ext. 0 and use the recruiting option Feel free to check out www.ettaingroup.com to see other ettain group opportunities


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