What you’ll be doing…

  • Responsible for 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.

    • Provide KT and technical support direction to technicians in a Network Operation’s environment to ensure smooth hand-off is consistently provided.

    • 10+ years of advanced hand-on experience in supporting and managing Cisco Unified Communication and Collaboration global environments. Including troubleshooting and configuring Cisco IPT (IP Telephony) solutions

    • Hands-on Experience in 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.

    • Perform change requests in accordance with 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. • Provide on-call support functions and ensure technical issues are documented when handed over to other Tier 3 support team members

    You will need to have :

What we’re looking for…

You will need to have :

  • Bachelor’s degree or equivalent relevant work related experience required.
  • 10 or more years of advanced hand-on experience in supporting and managing Cisco Unified Communication and Collaboration global environments. Including troubleshooting and configuring Cisco IPT (IP Telephony) solutions
  • Ability to multitask, prioritize and resolve urgent issues.
  • Must be able 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.

Even Better to have :

• Cisco Certified Internetwork Expert (CCIE) Voice and Collaboration – required

• 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.


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