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.

The NICE Call Recording Support Engineer will be responsible for engineering and administrative level expertise in the latest NICE call recording technologies and application versions. Responsibilities include providing technical (break/fix), management, and administration support for the recording application and underlying infrastructure. Ability to maintain application availability and functionality within an enterprise Cisco IPT-NICE integrated call recording environment and work in concert with other VoIP engineers on complex issues and tasks. Supported NICE applications include quality monitoring and compliance.

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.

You'll need to have:

• Bachelor’s degree or four or more years of work experience.

• Six or more years of relevant work experience.

• NICE 4.x and Engage training/certification

• Experience with NICE call recording system administrative operations, maintenance and operational checks, to include voice and screen recording, analytics, ROD, playback, NDM, and monitoring.

• Ability to triage and report issues in a NICE environment

• Experience working in an enterprise level Microsoft Windows clustered server environment to include tasks relating to routine backup, scheduled operations, system maintenance and startup/shutdown procedures.

• Experience with Disaster Recovery scenarios for NICE

• Experience with Desktop Analytics/RTI

• Experience working with and analyzing data and alarms within the Sentinel monitoring application.

• Understanding of relational database operations and maintenance (MS SQL and Oracle)

• Knowledge of Session Initiation Protocol (SIP)

Even better if you have:

• A degree

• Ability to effectively communicate in English to include spoken communication, professional writing, technical writing and effective email writing

• Ability 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.

• 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.

• Act independently and exercises independent judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.

• Experience with Cisco IP Telephony integrated with NICE in a large scale production environment

• Experience in planning, development, support, and/or implementation of NICE Interaction Management applications and/or systems in support of general business operations

• Ability 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.

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.