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Job Details

Verizon Communications Inc

Principal Engineer


Applications Engineer


Baltimore, Maryland, United States

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you'll be doing...

This role will serve as the Operations Manager for an Enterprise level Unified Communications and Contact Center platform which supports a 20k seat call center and 100K seat UC environment. This position will oversee and be responsible for the performance of the end user support desk and the operations and maintenance center. Responsibilities include:

  • Serving as an incident manager during outages.
  • Coordinating partner engagement and troubleshooting and providing frequent status to the customer stakeholders.
  • Ensuring quality metrics for ticket responsiveness and customer satisfaction meeting or exceeding.
  • Participating in routine quality reviews.
  • Overseeing a representative lab environment, by sustaining adequate change control and testing procedures.

Your expertise in systems testing and fault isolation will support the development and implementation of more stable and effective systems. Your role will help ensure that our solution remains highly recognized for quality and resilience and delivers outstanding performance to our customers.
  • Developing fault isolation and troubleshooting strategies based on requirements and solution characteristics.
  • Gathering business requirements and converting them into detailed technical specifications.
  • Building specifications for support teams and defining system integration needs across multiple domains.
  • Leading multiple projects involving matrixed teams through the end-to-end lifecycle and delivering results on time.
  • Presenting project updates and business improvement recommendations to management.

What we're looking for...

You enjoy the process of understanding, isolating and solving problems with the intent of improving how things are done. You understand and like applying the full software development process within large, complex projects and engaging multiple stakeholders. You thrive in a fast-paced, dynamic software development environment. You are flexible, dependable and work well in varying environments.

You'll need to have:
  • Bachelor's degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience with UC/CC solution testing standards and their application in the lab and production settings.
  • Knowledge of Avaya technologies.
  • Ability to obtain and maintain Public Trust Clearance.

Even better if you have one or more of the following:
  • Master's degree in Computer Science or Electrical or Electronic Engineering.
  • Strong understanding of voice platforms and maintenance processes.
  • Understanding of integrated technologies for MI, WFO, ticketing, and self service.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

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.

Scheduled Weekly Hours

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.YmJnZW5lcmljLjAxODA2LjEzMTgzQHZlcml6b253b3JrZGF5LmFwbGl0cmFrLmNvbQ.gif