What you’ll be doing...

The Integrated Solutions Desk (ISD) is looking for a Senior Genesys Engineer who is well versed in contact center solutions (CCS) technologies and willing to be part of the team to provide support for highly demanding client’s environments. Our CCS environment uses Cisco Unified Computing System (UCS), Genesys, NICE, and Aspect systems.

The contract designates that a senior engineer will be dedicated as part of the support team to oversee the functionality of the solution in its entirety. As the primary resolver group for the environment, the ISD requires a highly-skilled senior engineer with experience in managing and supporting call center applications in an enterprise wide network. The role will delve into the customer environment, document and provide supporting functionalities such as escalation and intervention for issues relating to the call center functionality, as well as the over-all interoperability of the sites – clarifying communication paths and functions during high pressure events. Additionally, this function will contribute to the on-going service improvement efforts of the ISD by identifying and establishing new processes and solutions for improved efficiencies and capabilities for the ISD.

This position can be located in any valid Verizon location.

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.
  • Knowledge of call center environments and voice portal routing with knowledge and experience with Genesys call center applications such as SIP, URS , GVP, eServices.
  • Experience with Voice Recording systems such as NiCE or GIR.
  • Knowledge of networking (Cisco); firewalls; server (Windows); VMWare; SAN (NetApp); and database technologies.
  • Genesys eServices experience.
  • Cisco networking experience.
  • Server management (VMs and Windows OS) experience.
  • Call Recording (NICE and GIR) experience.

Even better if you have:

  • A degree in Computer Science, Computer Engineering, or other computer related disciplines.
  • Five or more years of working experience in Enterprise Genesys environment.
  • Call center related professional certifications.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.