What you’ll be doing...

Internal Call Center teams rely on us for the expedient solutions in a 24x7x365 frontline technical support capacity for all call routing anomalies for both the internal and external customer call delivery systems. You will be supporting a complex routing environment of thousands of Call Center agents, handling several million calls per year. You’ll be a member of a team of our Tech Support Senior Analysts to trouble-shoot, repair and quickly resolve routing issues affecting production and customer access to the centers. Because here, time is critical as well as the root cause analysis.

Another important function of the position is the Toll Free Network management and interacting with the VCG leadership team to oversee the call routing optimization and planning efforts specific to the Consumer, Business, Retention, Multi-lingual, and Technical Support centers for the Northeast and Mid-Atlantic, as well as onshore and offshore Global Support centers. You will….

  • Manage / Lead projects and complex problems with little or no supervision.
  • Work with client and staff to translate business requirements.
  • Plan, design, develop, and deploy new and existing call delivery related technologies.
  • Test and evaluate current and future technology recommendations.
  • Provide hands-on technical support and guidance to the team for implementing best practices and standards that enable steps towards the envisioned future state.

What we’re looking for...

We thrive in a fast-paced dynamic environment where different challenges pop up all the time. People come to you with their questions because you have a knack for resolving issues within our complex routing platforms and designs. You understand the impact that the longer a call routing issue goes unresolved; it affects the centers ability to meet the hourly, daily, weekly and monthly service objectives as well as the negative impact on the company’s ability to grow revenue.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience with Excel spreadsheets and databases.
  • Experience with Vizio software.
  • Willingness to be on call during nights, weekends, and holidays as necessary.

Even better if you have:

  • A degree.
  • Four or more years of experience in a Call routing, ACD Technology and Toll free network management related discipline.
  • Avaya IPACD knowledge and experience.
  • Automation and coding experience for (VBA, DOS, GS).
  • Project management certification.

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.