What you’ll be doing...

At Verizon Connect, we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses.

Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success.

We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

As part of the Contact Center Escalations (CCE) 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 external 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.

Responsibilities:

  • 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 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 customer impact.
  • Create and maintain the documentation of the various processes and procedures for tasks associated with the responsibilities of the CCE team.

What we’re looking for...

You’ll need to have:

  • 5 Years of related experience, Project Management, coordination and planning for production impacting releases.
  • Critical thinking and problem solving skills with the ability to analyze complex workflows, prioritize multiple tasks and make key decisions in real-time during platform outages.
  • Must have experience with ACD platforms (Avaya, Cisco, Genesys, I3, etc.)
  • Interaction with Voice and Network OPS teams at a working level.
  • Understanding of provisioning systems.
  • Experience with documentation.
  • Organizational skills.

Even better if you have:

  • Genesys experience is strongly preferred.
  • Working knowledge of Oracle DBs and XML.

Keywords: VZ Connect.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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. Different makes us better.