What you’ll be doing...

Our compute virtualization and storage infrastructure provides critical services to both internal and external customers. You’ll oversee lifecycle aspects of multiple service environments, acting as the owner for those systems (which number in the thousands). You’ll also understand and manage the interrelationships between the various products and the infrastructure systems. We take pride in our well-organized, well-documented, stable, and compliant infrastructure environments, and you’ll get to play a key role.

  • Maintaining capacity and availability for multiple service environments.
  • Ensuring our compliance with all applicable regulations.
  • Managing security/access control and licensing and overseeing vendors.
  • Delegating work to senior and junior compute virtualization engineers and storage engineers.

Engineering and administrative level expertise in Genesys supporting an external Verizon Business customer. Responsibilities include management and administration of Genesys applications. Supported Genesys applications include Framework, eServices, Voice Portal, Workforce Management, Workload Management, Reporting, and Nuance TTS and Recognizer.

What we’re looking for...

You have the ability to successfully organize and direct the execution of major projects. You’ve got exceptional problem solving and critical thinking skills, and you’re a whiz when it comes to managing and planning operational budgets. You take real pride of ownership in the infrastructure environments you run.

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 converged/integrated compute infrastructure systems, including requisite network knowledge. Specifically, Cisco UCS.

Even better if you have:

  • Bachelor’s degree in information systems or engineering.
  • Demonstrated capability to successfully create and manage programs for infrastructure lifecycle processes such as capacity, availability, configuration management, and access management.
  • Thorough understanding of interdependencies and protocols across compute, network, and storage technologies.
  • Experience with compute virtualization systems. Ideally, VMware or vSphere.
  • Experience managing an environment(s) with thousands of hypervisor instances running on compute blade systems and hundreds of enterprise class storage arrays.
  • Experience with enterprise class storage systems, storage networks, storage management systems, and replication technology with products from NetApp, EMC, HP 3Par, Cisco, or Brocade.
  • Knowledge and experience with ITIL including practical application of ITIL processes. Ideally, with ITIL v3 Foundation Level certification or higher.
  • Experience with OpenStack based cloud computing infrastructures.
  • Hands-on experience with Genesys in a large scale production environment
  • Provide support for full suite of Genesys contact center applications (Framework, eServices, Voice Portal, Workforce Management, Workload Management, and Reporting)
  • Working knowledge of Cisco Unified Communications Manager V8.x, 9.x and 10.x and Avaya, Nortel, and Aspect ACDs
  • Working knowledge of H.323 protocols and Session Initiation Protocol (SIP)
  • Working knowledge of Cisco Voice XML Gateways
  • Troubleshooting and configuration for Genesys Voice Portal V8.x as well as associated VOIP technologies and platforms to include Voice Extensible Markup Language (VXML), Aggregation Services Routers (ASR), Text to Speech (TTS), and Speech Recognition
  • Strong operational knowledge of Nuance Recognizer and TTS
  • Strong working knowledge of Windows and Linux servers
  • Strong working knowledge of hardware. i.e. Ability to identify faulty equipment
  • Intermediate working knowledge of TCP/IP, WIN's and DNS
  • Intermediate working knowledge of database technologies
  • Extensive experience in troubleshooting and configuration for Genesys Framework, eServices, and Voice Portal (V7.x and V8.x)
  • Knowledge and experience troubleshooting and developing Genesys routing scripts
  • Certified in Genesys Framework Suite, eServices and Voice Portal with a strong background in support, administration and configuration of the Genesys products
  • Extensive experience troubleshooting
  1. Ability to effectively communicate in English to include spoken communication, professional writing, technical writing and effective email writing

*Desired Skills & Experience

Experience in planning, development, and/or implementation of Genesys and Nuance applications and/or systems in support of general business operations. Able to work with general guidance to effectively perform routine to complex assignments; demanding familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices. Makes technical recommendations that aid in the successful management of contact center applications. Work is varied and requires frequent interpretation and collaboration. Must be able to solve a wide range of basic to complex problems with general guidance for the accomplishment of short to medium term goals and operating objectives. Acts independently and exercises independent judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.

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.