What you’ll be doing...

  • Providing third level, advanced support for customer's Global voice network and Contact Center environment.

  • The support includes (but not limited to) network incident identification, documentation, escalation and resolution.

  • Providing KT and technical support direction to technicians in a Network Operations environment to ensure smooth hand-off is consistently provided.

  • Supporting and managing Cisco Unified Communication and Collaboration global environments including troubleshooting and configuring Cisco IPT (IP Telephony) solutions.

  • Supporting UCCE and UCCS along with Genesys environment.

  • The scope of support covers Call Managers, Unity, Unity Connection, IM&P, Expressway clusters, Emergency Responder. Troubleshoot and configure CUBE, H323, SIP and MGCP voice gateways, VOIP dial-peers, route patterns, inter-cluster trunks, SRST and QoS traffic shaping.

  • Performing change requests in accordance with the change management process.

  • Managing technical escalations with Cisco or other 3rd party vendor’s issues to full resolution and document, share and communicate to Tier 3 team members.

  • Providing on-call support functions and ensuring technical issues are documented when handed over to other Tier 3 support team members.

What we’re looking for...

You'll need to have :

  • Bachelor's degree or four or more years of work experience.

  • Four or more years of relevant work experience

  • Four or more years of experience supporting and managing Cisco Unified Communication and Collaboration global environments, including troubleshooting and configuring Cisco IPT (IP Telephony) solutions.

Even better if you have :

  • Ability to multitask, prioritize and resolve urgent issues.

  • Ability to effectively interface with customer employees, Program Office employees, other Verizon employees and Senior Management.

  • Ability to provide critical information in a clear, concise and quick manner.

  • Excellent customer service and support skills.

  • Strong written / verbal communication.

  • Cisco Certified Internetwork Expert (CCIE) Collaboration.

  • Contact Center Certification eg. Genesys

  • Automation and Scripting languages and use (Python, Ansible, PowerShell, etc).

  • Strong customer service and support skills.

  • Strong written / verbal communication.

  • ITIL v4 Foundation Level certification or higher.

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.

Diversity and Inclusion at Verizon

At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.