What you’ll be doing...

You will be leading a team of highly experienced shared and dedicated customer operations and lifecycle engineers to drive excellence in support and management of complex customer solutions. Solution technologies include multiple contact center solutions including Cisco UCCE/UCCX, Genesys, NICE, Verint, and core network interconnectivity.

  • Managing a global operations team with both localized and virtual personnel.
  • Acting as the primary escalation contact for customers, sales/service teams, professional services and executive management.
  • Monitoring and redirecting staff efforts and resources as appropriate to maximize staff utilization and ensure adherence to SLA/SLO deliverable requirements.
  • Identifying and acting upon opportunities to reduce costs and increase productivity.
  • Identifying and acting upon opportunities for process improvement.
  • Managing incidents and MACD to customer SLA’s. SLO’s and KPI’s.
  • Engaging peer organizations to resolve customer incidents.
  • Coordinating with program management and professional services on customer handoff to Day 2 support.
  • Partnering with the sales organizations to identify and solution new and expanded customer opportunities.
  • Collaborating with product marketing and peer organizations on product development.
  • Interfacing directly with customer personnel at all levels to provide consistent, high quality operations support.
  • Conducting periodic operations reviews with customers, sales/service teams and executive management to maintain a focus on operational excellence.
  • Holding regular meetings with team members.
  • Monitoring team performance and ensuring development and/or improvement plans are implemented when necessary in accordance with HR guidelines.
  • Curation of training curriculum based on customer solution specifications and employee needs.
  • Ensuring all staff complete training against assigned curriculum roadmaps in a timely manner.
  • Managing third-party vendor relationships, contract renewals and vendor certifications.

What we’re looking for...

You'll need to have:

  • Bachelor's degree in a technical discipline or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Five or more years of experience supporting virtualized environments.

Even better if you have:

  • Master’s degree.
  • Vendor technical certification(s) for virtualized environments, hosted/cloud environments, storage solutions or contact center environments.
  • ITIL certification.
  • Ten or more years of experience across a variety of disciplines related to the support of applications in virtualized environments.

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.