Telecommunications Principal Engineer in Englewood, CO, US at TTEC

Date Posted: 8/10/2018

Job Snapshot

Job Description

Ttec, formerly TeleTech, is seeking a Senior Voice Engineer to join our IT team based at our HQ in Denver, CO. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.
Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.
Reporting to the Director of IT Voice Engineering, Infrastructure & Operations, this key leadership position is responsible for driving the strategic direction for voice telecommunications at TTEC.

As a member of the IT Leadership Team, this individual will establish goals and objectives for a technical team while implementing and maintaining the architecture, design, and visions of TTEC voice infrastructure. The role offers the opportunity to combine solid technical skills with coaching and mentoring a team.

What you’ll be doing :
  • New Client Launch for internal and external customers on Avaya, Ribbon (f.k.a. Sonus), InContact, Bright Pattern, and LiveVox Platforms.
  • Engineering / Deployment of changes for existing clients on Avaya, Ribbon (f.k.a. Sonus), InContact, Bright Pattern, and LiveVox Platforms.
  • Design / Migration / Deployment / Virtualization of new and existing voice Infrastructure Avaya, Ribbon (f.k.a. Sonus), InContact, Bright Pattern, and LiveVox Platforms.
  • Troubleshooting / Resolving complex voice delivery issues
  • Mentoring to a global Tier 1 – Tier II Operations and Sustaining teams who maintain and implement voice solutions for TTEC’s existing and/or new customer.
    Skills you will bring :
  • Bachelor’s degree in Information Technology or equivalent work experience.
  • Minimum of 7-10 years prior experience in managing global geographically distributed voice systems including :
    • Avaya – Communication Manager, System Manager, Session Manager, Call Management System, Application Enablement Services, Avaya Aura Messaging, Avaya Media Sever, Call Back Assist, and Experience Portal in virtualized and bare metal design, implementation, deployment, and management.
    • Avaya Clients
      • Avaya one-X 2.5.x, Avaya 9600 Series SIP devices, Avaya B100 Series SIP Conference devices

    • Sonus (desired) – 5200/5400 Series Session Border Controller (SBC), Policy and Translation (PSX), Embedded Management Application (EMA), GSX 9000 (TDM to SIP gateway).

  • Desired Application / Platform Experience
    • CounterPath – Configuration Server (Stretto), Licensing, and BRIA softclient
    • LiveVox – Cloud outbound dialer application
    • InContact – Cloud Omni-channel
    • Bright Pattern – Cloud and on-premise Omni-channel

  • Strong VoIP knowledge, including Voice delivery methods and protocols (E.g. SIP, TCP, UDP, QoS), platforms (E.g. VMWare), and tools (E.g. NetScout, Prognosis, Wireshark) highly desired.
  • Knowledge of LAN/WAN systems, networks, and applications 
  • Experienced interfacing with vendors for new technology development and collaboration
  • Strong team building, teamwork and collaboration skills. Proven track record of developing solid working relationships with associates at all levels.
  • Ability to think strategically and carry out a vision. Advanced skills in leadership, communication, and influence and conflict resolution.
  • Ability to communicate technical concepts to a non-technical audience while building strong relationships with leaders across the organization.
  • Escalations and Incident Management, participate as a SME supporting Operations and Sustaining associates in break/fix and Move-Add-Change (MAC).

What We Offer :
  • A fun, challenging and rewarding work environment
  • Performance equity, variable incentive bonus plan, 401K company match
  • Professional development and tuition reimbursement
  • Paid time off and leave of absence programs
  • Cafeteria, fitness center, car detailing, dry cleaning, postal services, covered parking 
  • Rich wellness program and activities along with wellness incentives
  • Above & beyond employee recognition programs
  • Access to local discounts to services and entertainment venues
  • Social activities including employee events, social hours, take your kids to work day, holiday luncheons & patio grill summer concert series



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