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Lead Systems Engineer
2 months ago
At Verizon, we are at the forefront of technology and communication services, reshaping global connectivity. Our human network spans the globe, working diligently behind the scenes. We believe that listening is the foundation of learning, and in both challenging and celebratory times, we unite to uplift our communities and create a meaningful impact. If you are driven by purpose and fueled by determination, consider a career with us. Here, you will experience the dedication required to make a difference and the satisfaction that comes from embracing the #NetworkLife.
Your Role and Responsibilities...
This position will act as the Operations Manager for a large-scale Unified Communications and Contact Center platform, supporting a substantial call center and UC environment. You will oversee the performance of the end-user support desk and the operations and maintenance center. Key responsibilities include:
- Acting as an incident manager during service disruptions.
- Coordinating partner engagement, troubleshooting, and providing regular updates to customer stakeholders.
- Ensuring quality metrics for ticket responsiveness and customer satisfaction are met or exceeded.
- Participating in regular quality assessments.
- Managing a representative lab environment by maintaining robust change control and testing protocols.
Your expertise in systems testing and fault isolation will contribute to the development and implementation of more reliable and effective systems. Your role will help ensure that our solutions are highly regarded for quality and resilience, delivering exceptional performance to our clients.
- Developing fault isolation and troubleshooting methodologies based on requirements and solution characteristics.
- Collecting business requirements and translating them into comprehensive technical specifications.
- Creating specifications for support teams and defining system integration requirements across various domains.
- Leading multiple projects with cross-functional teams through the complete lifecycle and delivering results punctually.
- Presenting project updates and business enhancement recommendations to management.
What We Seek...
You have a passion for understanding, isolating, and resolving issues with the aim of enhancing processes. You appreciate and enjoy applying the complete software development lifecycle within large, intricate projects while engaging multiple stakeholders. You thrive in a fast-paced, dynamic software development atmosphere. You are adaptable, reliable, and excel in diverse environments.
Qualifications:
- A Bachelor's degree or four or more years of relevant work experience.
- Six or more years of pertinent work experience.
- Familiarity with UC/CC solution testing standards and their application in both lab and production environments.
- Knowledge of Avaya technologies.
- Ability to obtain and maintain Public Trust Clearance.
Preferred Qualifications:
- A Master's degree in Computer Science or Electrical/Electronic Engineering.
- Strong comprehension of voice platforms and maintenance processes.
- Understanding of integrated technologies for MI, WFO, ticketing, and self-service.
If Verizon and this opportunity resonate with you, we encourage you to consider applying, even if you do not meet every preferred qualification listed above.
Work EnvironmentThis hybrid role offers a defined work location that includes both remote work and assigned office days as determined by your manager.
Equal Employment OpportunityVerizon is proud to be an equal opportunity employer, celebrating the diversity of our employees, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. We recognize that diversity strengthens us. We are committed to fostering a collaborative, inclusive environment that encourages authenticity and nurtures a sense of belonging. We strive for every individual to feel valued, connected, and empowered to reach their potential and contribute their best.
