What you’ll be doing...

Junior Production Support Engineer joins the Verizon Sales & Services Team. As IVR Production Support, you will be responsible for IVR platform. IVR Portfolio includes IVR, CTI, Workhub, SurveyHub & Outbound Dialer systems. Currently IVR platform supports Postpaid, Prepaid, Retail, Collections & BGCO organizations. When these applications are performing well, they are an important part of the overall customer experience. You will work closely with colleagues to streamline operations and monitor the health and performance of the application suite. The solutions you implement will help meet our customer’s needs and make it easy for them to do business with us.

  • Provide level 1 troubleshooting for IVR & CTI application related issues.
  • On-call weekly primary/secondary coverage.
  • Resolve trouble tickets.
  • Attend release reviews for upcoming releases.
  • Join crisis outages and assess/resolve impacts and communicate to senior leadership.
  • Maintain weekly on-call status document to track events supported.
  • Perform and support mock releases.
  • Support change validations.
  • Deploy application code, configuration changes, IVR vocabs, Grammars and DB changes.
  • Support post implementation validations day after release.
  • Open Jira tickets for application issues and vendor tickets for platform issues and follow through resolution.
  • Support infrastructure changes including patches, hardware moves, network changes, etc.
  • Develop and maintain existing shell scripts (perl, python, bash) to monitor and alert on application and infrastructure issues.
  • Automate day to day tasks using scripts for code deployment and validations.
  • Develop and maintain CI/CD and CV pipelines for non-prod and Prod environments.
  • Support platform migration to AWS cloud.
  • Support Non-Prod build environment for any code build issues in Dev.
  • Develop cloud formation templates to automate infrastructure builds in AWS.
  • Troubleshoot and resolve lower environment issues for Dev and QA.
  • Maintain system software, infrastructure and applications.
  • Perform SQL queries to extract and analyze data and troubleshoot issues.
  • Review application call flows to identify issues.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.
  • Knowledge of writing SQL queries and shell scripts.

Even better if you have:

  • A Bachelor’s degree in Computer Science or any other related discipline.
  • Knowledge of Python, bash.
  • Linux/Unix OS experience.
  • Strong SQL skills for analysis and reports.
  • Experience supporting and maintaining Tomcat/ WebSphere application servers.
  • Strong communication and troubleshooting skills.
  • DevOps tools - Jenkins, Ansible, Datadog, GIT, CloudFormation and Kibana.
  • Knowledge of AWS CloudWatch.
  • AWS certification preferred.

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.