What you’ll be doing...

You will provide implementation and infrastructure support for Cisco UCCE (Cisco ICM, Cisco CVP and Cisco Unified Communications Manager) in a 24X7 enterprise call center environment. This includes hardware and software life cycle management, server implementation and maintenance, application level support and documentation of the supported environment.

  • Develops and adheres to established systems standards and procedures.
  • Works effectively within the team to complete assigned moves, adds and changes within approved change windows.
  • Actively participates in assigned project teams and produces high quality deliverables in a timely fashion.
  • Provides second level support for the Operation team and quickly responds to outages to minimize downtime to customer impacting, mission critical systems.
  • Proactively communicates status reports and issues to management.
  • Successfully completes all relevant general and technical training programs in accordance with Performance Agreement goals and objectives.
    • Manages three instances of Cisco Unified Call Center Enterprise and Cisco Voice Portal and the hardware that hosts the application.
    • Works with our Planning and Design team to develop an application roadmap and translate that into a LOE and resource requirement to complete the assigned projects on time.
    • Develops procedures for upgrading systems such as Cisco UCCE and ICM to ensure there is no impact to our end users.
    • Develops these procedures, tests in the lab environment and translates to production.
    • Documents procedures and reviews with the team, drafts a standardized practice document and puts them into practice.
  • Planning and design of our Unified Communications Cisco UCS server platform
    • Performs planning and design of the x86 platform that is deployed in several Data Centers, including sizing, configuration standards, deployment methods and procedures and tech refresh cycles.
  • Standards and practices
    • Works with Cisco, Optanix (formerly ShoreGroup) and our Planning and Design teams to ensure that the latest standards and best practices are implemented in our environment.
    • Conducts audits and tracks compliance to our standards.
    • Reviews and updates these standards to minimize work or potential impact to our end users.
    • Implements these methods and procedures as a standard with the team, to enable acceptance of these standards as practice and used to measure success for the team.
  • Mentoring peers/teammates
    • Ensures that the team has a well-rounded understanding of the VZ UC infrastructure.
    • Ensures that we avoid any areas where we are single threaded in our support and train team members as they transition from support of retired technologies
  • Server Virtualization and Automation
    • Drives new technology and automation into our MOPs to ensure quality, reduce change error rates and increase availability.
    • Ultimately drives cost from the business by the physical servers required to house the applications we support and reduces downtime for our end users.
    • Develops processes to support over 1000 virtual servers supported by the team to reduce risk and downtime, and standardize deployments.

What we’re looking for...

You’ll need to have:

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

Even better if you have:

  • Bachelor's degree in Information Technology.
  • Five or more years of experience working in an enterprise environment for a fast paced IT Implementation Team.
  • Working knowledge and/or certification in the following technologies:
    • Cisco UCS Compute System
    • Windows/Linux - OS
    • Security/Active Directory
    • VMware vCenter/vSphere/ESXi
    • Cisco UC Platforms (ICM/UCCE/CVP/UCCE/CUIC)
    • Networking
    • PowerShell/Python

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.