When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

The Systems Consultant – Technical Support will work on supporting the customer care organization to ensure the operational health of its systems and services. In this role you will ensure and manage the resources used by customer care to provide support to Verizon Connect end users. You’ll be responsible for provisioning user accounts, modifying roles, and updating call flows, hours of operation, skills and other attributes of our customer care representatives. You’ll be responsible for helping the call centers triage and resolve technical issues they may be encountering. This may include systems, network, and security challenges that will require engaging other experts within the organization. You will act as the SME for the applications to assist and ensure the Project Management team is aware of the complete picture of impact of requested changes.

As part of the Operations Team, this position functions as the critical interface point between internal IT teams and the external contact centers. The position will be expected to make prioritization decisions based on customer experience, revenue, and cost impact. As such, the candidate will be responsible for fully understanding the business and associated impacts of individual services on the business and customer/client. Support must be provided 24x7 to all contact centers. The candidate will be assigned to internal projects to facilitate the completion of tasks within the contact center including but not limited to, proper access rights assignments, routing access for tools, and troubleshooting desktop related failures.

Key Areas of Responsibility:

  • Interface with internal and external customers to understand and document requirements
  • Has the ability to independently troubleshoot call center telephony systems to ensure secure user access, system stability and provide detailed analysis to determine optimal configuration and performance. Tasks must be completed in a timely manner.
  • Independently provide real-time decisions on the routing of calls to various call centers, handling of disaster call routing, and working with the operations team to manage service levels across various call centers.
  • Is capable of troubleshooting the call center platform and maintain operational status and own the relationship of issues that arise in the production environments in a timely manner while participating in the on-call rotation for production platform support.
  • Proactively manages the configuration of the call center support platform and make changes/additions in real-time based on requests from Operations leadership/management. This will include but not limited to adding/deleting/changing agents, workgroups, and call routing (intra-center and between multiple centers based on staffing, hours of operations and/or service levels).
  • Partner with the appropriate departments to manage system-wide and/or component level upgrades to hardware and software while minimizing customerimpact.
  • Create and maintain the documentation of the various processes and procedures for tasks associated with the responsibilities of the Operations team.
  • Work with vendor managers and vendors on escalations of onboarding requests and assist in triaging credentials when applicable.
  • Interface with internal and external customers to understand and document requirements
  • Has the ability to independently troubleshoot call center telephony systems to ensure secure user access, system stability and provide detailed analysis to determine optimal configuration and performance. Tasks must be completed in a timely manner.
  • Independently provide real-time decisions on the routing of calls to various call centers, handling of disaster call routing, and working with the operations team to manage service levels across various call centers.
  • Is capable of troubleshooting the call center platform and maintain operational status and own the relationship of issues that arise in the production environments in a timely manner while participating in the on-call rotation for production platform support.
  • Proactively manages the configuration of the call center support platform and make changes/additions in real-time based on requests from Operations leadership/management. This will include but not limited to adding/deleting/changing agents, workgroups, and call routing (intra-center and between multiple centers based on staffing, hours of operations and/or service levels).
  • Partner with the appropriate departments to manage system-wide and/or component level upgrades to hardware and software while minimizing customerimpact.
  • Create and maintain the documentation of the various processes and procedures for tasks associated with the responsibilities of the Operations team.
  • Work with vendor managers and vendors on escalations of onboarding requests and assist in triaging credentials when applicable.

Where you'll be working…

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You must have:

  • Bachelor’s degreein computer science, engineering, or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Three or more years of experience of working as an administrator of an IT application.
  • Knowledge of provisioning systems
  • Experience with Project Management, coordination and planning for production impacting releases.

Even better if you have one or more of the following

  • Ability to manage multiple projects and rapidly changing priorities.
  • Ablilityto cultivate and maintain positive relations with customers and IT staff.
  • Knowlede onhow the business relates to the technical aspects of the position.
  • Ability to manage multiple priorities and drive projects to closure.
  • Ability to manage multiple projects and rapidly changing priorities.
  • Experience with inContact.
  • Experience with Nexidia.
  • Experience with Gainsight.

Keywords: Verizon Connect

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.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.