What you’ll be doing...

As a consultant you will provide internal and external support top tier customers in the following areas:

Provide Service Operation Management and Oversight including

  • Event Management
  • Ensuring critical SIP, SONUS, and other services are constantly monitored
  • Ensure supporting vendors take appropriate action and respond and take proactive action to prevent business impact

Incident Management

  • Coordinate the return the services to users as quickly as possible
  • Escalate issues and provide notification of business impact and time to report
  • Work cooperatively with other vendors and teams to resolve issues
  • Be accountable for incidents and resolution across services/vendors/teams
  • Attend On-Call support calls when major incidents “escalate in the managed Sonus environment. This support does not replace Verizon escalation procedures for the current managed Sonus service

Problem Management

  • Support problem resolution in conjunction with American Incident Management team
  • Identify all chronic issues and take corrective action
  • Analyze incidents and take the action to ensure non-recurrence
  • Be tenacious in identifying root cause and fully closing issues

Request Fulfillment

  • Process and fulfill standard changes to environment
  • Included, but not limited to dial plan, network, SIP, application, etc
  • Complete change records and notifications
  • Test and ensure all services are functional following changes

Capacity Management

  • Report on capacity of critical components, networks, and services within and attached to SONUS
  • Including, but not limited to SIP trunking, media conversion resources, transcoding, and others as deemed critical to Customer

Configuration Management

  • Validate and ensure critical data is back up and maintained
  • Update logical and as-is configuration diagrams of the SONUS and IP environment

What we’re looking for...

  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • ITIL Certification and ITIL operations management experience.
  • Incident Management in VoIP/SIP networks and applications experience.

Even better if you have...

  • A degree.
  • VoIP Engineering experience
  • Airline industry experience
  • Experience with Genesys call center applications and telephony technologies that integrate to the Sonus environment
  • Experience with SIP based computer telephony integration with the Sonus deployment
  • Experience with Toll free service and advanced carrier features
  • VoIP (SIP/H323/Avaya) protocol experience
  • Session Border Controller (SONUS, Acme Packet) experience
  • Telephony and carrier toll fraud tools experience
  • IP Networking and data capture techniques
  • Quality of service and class of service knowledge
  • IP and PSTN trunking Interoperability
  • Infrastructure Mobility Knowledge
  • Cost-Benefit Project Analysis
  • Managed multiple priorities
  • Served as a single point of contact multi-million dollar projects for Fortune 100 corporations

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.