What you’ll be doing...

You will be leading a team of highly experienced operational support engineers managing complex customer solutions. This position will drive excellence in support of these customers and provide oversight of a technically diverse environment. Technology focus areas include Contact Center solutions, Call Recording solutions, and System/Application support. Platforms are from diverse vendors to include Genesys, Cisco, and NICE. You will serve as the lead management resource and provide strategic direction for our team and customers.

  • Serve as the primary escalation contact for customers, sales, professional services, product management, and executive management.
  • Monitor and redirect staff efforts and resources as appropriate to maximize staff utilization.
  • Identify opportunities to reduce costs and increase productivity.
  • Foster continual process improvement.
  • Manage incident and change performance tied to customer SLA’s, SLO’s, and KPI’s.
  • Lead operational cutovers/handoffs, and post implementation support.
  • Interface directly with customer personnel at all levels as required to provide consistent, high quality operations support.
  • Conduct periodic operations reviews with customers, sales/service teams and executive management.
  • Partner with Sales and Product to identify and solution new and expanded customer opportunities.
  • Manage third-party vendor relationships, contract renewals and vendor certifications.
  • Ensure engineers have access to and complete training tied to vendor/technology/customer roadmaps; at times developing training for their peers.
  • Monitor team performance and provide meaningful employee feedback tied to specific performance targets, to ensure continued development. Work with employees and HR when improvement plans are warranted
  • Conduct regular meetings with team members.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Five or more years of experience in a people leadership role.
  • Five or more years of experience in network operations.
  • Willingness to travel.

Even better if you have:

  • Bachelor’s or Master's degree in a technical discipline.
  • Strong communication skills.
  • ITIL certification.
  • Knowledge of Genesys Contact Center Solutions, Cisco Unified Contact Center Enterprise (UCCE), Cisco Call Manager, and/or NICE.
  • Experience related to the support of applications in virtualized and hosted environments.
  • Experience with one or more scripting languages (Perl, Python, Shell, Ruby).
  • Experience with automation tools (Ansible, Chef, Puppet).
  • Project Management experience.

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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.