Position Title
IPT Senior Escalation Engineer.
Practice
Cisco Managed Services
Location
Hyderabad
Position Purpose
As part of our Managed Services, you will help drive, deliver and support our premier solutions and service offerings around complex, self-service, enterprise-level Contact Center technologies.
We are currently seeking an experienced IPT Senior Escalation Engineer. In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise and Unified Communications product suites. You will leverage your knowledge and experience with problem resolution of CVP applications, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:
• SIP protocols
• Voice Gateway support and administration
• Cisco CUBEs
• ICM (IPCC, CVP and CTIOS) support and administration (Optional)
• IP Telephony Solution Design and support
• Oracle ACME SBC support and administration (Optional)
Preferred Technical skills and Experience:
• 5 years’ experience configuring and supporting complex IPT solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS) and Oracle ACME.
• Strong experience troubleshooting Cisco Voice Gateways and Oracle ACME SBCs.
• UCCE (IPCC) Enterprise script, design, deployment and/or support experience
• SIP deployment and support experience
• Demonstrated ability to perform complex problem isolation within Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols
• Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN’s, Bandwidth modeling and VoIP infrastructures
• Experience configuring and troubleshooting Voice Gateways and SBCs.
• SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful
• Cisco Emergency Responder (CER)
• Leadership & Certifications:
· Cisco Certifications (i.e., CCNA, CCNP, CCIE, etc.,)
• Excellent documentation, presentation, and problem-solving skills
• Excellent communication skills and client-facing skills
• Provide mentoring and support to junior support staff members
• VOSS support and administration (Optional)
Skills Required
- SIP protocols
- Voice Gateway support and administration
- Cisco CUBE
- IP Telephony Solution design and support
- ICM (IPCC, CVP, CTIOS) support and administration
- Oracle ACME SBC support and administration
- 5 years experience with Cisco Unified Call Manager, Cisco Unity, Cisco ICM and Oracle ACME
- Troubleshooting Cisco Voice Gateways and Oracle ACME SBCs
- UCCE (IPCC) enterprise scripting, design, deployment or support
- SIP deployment and support experience
- Experience with FXO/FXS/PRI/T1/DS3 circuits and signaling protocols
- LAN/WAN experience (HSRP, QoS, VLANs, bandwidth modeling) and VoIP infrastructures
- Experience configuring and troubleshooting Voice Gateways and SBCs
- SQL Query Analyzer / RCD / TCD / Call Trace / Log Analysis
- Cisco Emergency Responder (CER)
- Cisco certifications (CCNA, CCNP, CCIE, etc.)
- Excellent documentation, presentation, problem-solving, and communication skills
- Client-facing experience and mentoring junior staff
- VOSS support and administration
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
