When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

This Lead Engineer role will provide advanced-level support with our specialized Unified Communications & Collaboration management team for enterprise customers. Our team’s focus is providing our customers with the best experience possible.

  • Performing troubleshooting and diagnosis of complex enterprise collaboration device incidents.
  • Providing voice advanced technical support and direction to 1st level technicians in a Network Operation environment.
  • Understanding Change Management participation to include; create/update/close change request in requisite change system, design change and submit change form, or review submitted change form and correct any deficiencies, stage or implement change and troubleshoot failed changes.
  • Using vendor provided tools, log files, scripts, etc. to resolve complex incidents.
  • Performing in-depth research of assigned problems to identify the best resolution and present information to customers and implement it.
  • Providing 2nd level incident and problem support.
  • Escalating problems to the appropriate Engineering teams when necessary.
  • Actively participating in SWAT teams when issue definition is required between many vendors.
  • Using tools provided to aid in diagnostics.
  • Keeping up-to-date on technologies supported within the UCC team, maintaining familiarity with new technologies.
  • Performing additional duties including project work and generating ad-hoc reports and event summaries when required.
  • Troubleshooting and configuring Cisco IPT (IP Telephony) solutions involving Call Managers, Unity, Unity Connection, Emergency Responder, Gateways H323, SIP, SBCs, Expressway, IM&P, and routers and switches (LAN/WAN/Wireless environment).

What we’re looking for...

You'll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Cisco Certified Network Professional (CCNP) “Collaboration” or “Voice” certification, or equivalent experience with certification completion in progress.
  • Three or more years of hands-on experience with Cisco Collaboration products.
  • Willingnessto work in 24 x 5 support environment with on-call rotation during the weekends.

Even better if you have:

  • A degree.
  • Knowledge and/or certifications including but not limited to ITIL, VMWare, Cisco IOS & Nexus, QoS, Session Border Controllers (Ribbon, Oracle and/or Cubes SP) and Contact Center.
  • Scripting and automation experience.
  • ITIL certification.
  • Strong customer service and support skills.
  • Strong written / verbal communication.

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. 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.

Moving the world forward together

Our credo is at the core of the
V team culture.  

Perks that work for you

View our benefits

Learn more

Explore more about Operations jobs

Your Careers Account

Create / update your career account

Related Careers

Operations Jobs in Cary, NC