What you’ll be doing...

What you’ll be doing:

As a Roaming Engineer, you will be focused on resolving Quality of Service(QoS) and Quality of Experience(QoE) related issues Verizon customers may experience when roaming outside of the Verizon network. By partnering with both internal and external teams, you will implement proactive measures, identify service impacting issues and introduce standards of excellence which will create a customer experience which matches that experienced when customers are on the domestic network.

Key responsibilities:

Service Monitoring – Effectively use network monitoring and service performance tools to determine the health & stability of roaming services.

Incident Management - Represent Verizon Wireless as a single point of contact and drive resolution of customer-impacting incidents and resolve VIP escalations:

  • Provide 3rd Tier support during the troubleshooting of Roaming related service-impacting events.
  • Provide upstream and downstream communication of service-impacting

    events.

  • Set up and manage conference bridges as needed to drive issues to

    resolution.

  • Use network tools to provide supporting details to help identify the root

    cause.

  • Engage additional VZW and vendor teams as necessary for

    troubleshooting.

  • Work with various cross-functional teams to identify process gaps; lessons learned, etc.

Engineering/Operations – Lead engineering and operations efforts related to business continuity and improvement of roaming services by providing best in class service monitoring and establishing Key Performance Indicators for Roaming services:

  • Assist with the development, testing, and integration of tools related to roaming testing/monitoring.
  • Lead various integration efforts between roaming vendors and foreign carriers to meet business needs.
  • Implement procedures and best practices to proactively test Roaming services utilizing established KPIs.
  • Manage the scheduling, scope, or deployment methods of proposed changes to minimize service interruption and potential risk.
  • Vendor Management – Represent Verizon as a point of contact for roaming partners with a a presence overseas.
  • Host recurring meetings to review performance, discuss roadmaps and monitor other ad-hoc activities.
  • Facilitate recurring operational reviews with vendors/providers.
  • Review and analyze root cause analyses provided by the vendor after

    service impacting events.

  • Ensure vendor adherence to Verizon operational policies, procedures, and best practices.

What we’re looking for...

What we’re looking for…

You’ll need to have:

  • Bachelor’s degree or five or more years of relevant work experience.
  • Wireless telecommunications and data networking experience.
  • Ability to demonstrate proficiency of data roaming call flows.
  • In-depth understanding of packet data concepts ex. TCP/IP and UDP, routing, basic LAN/WAN network connectivity, firewall, DNS, etc.
  • Technical support and troubleshooting experience.
  • Excellent verbal and written communication skills.
  • Must be flexible and possess the ability to multitask and work independently.
  • Strong PC skills including Google, Microsoft Office, IE and Windows.

Even better if you have:

  • In-depth knowledge of CDMA/GSM/LTE access technologies.
  • In-depth knowledge of LTE/IMS/VoLTE call flows.
  • In-depth knowledge of GSMA/ITU/3GPP/IEEE.
  • In-depth knowledge of Diameter, SIP, DNS, RTP protocols.
  • In-depth knowledge of SMS/MMS/RCS messaging.
  • Experience in project management, account management, and/or relationship management.
  • Experience in remote technical support.

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.