What you’ll be doing...

The Wireline Operations Control Center (OCC) provides provisioning, maintenance and dispatch support to the Retail, Wholesale and Enterprise business customer base and is open 24 hours, 365 days a year. We provide support for every product level from POTS service to Optical Carrier Systems. As part of the operations center team, you will be a part of a very high paced and customer focused work environment. This position is for an Engineer III – CSLT with the OCC’s National Support team responsible for leading projects that support all aspects of the Automated Call Distribution (ACD), AIMs Chat, Voice Portal, and Scheduling functions. You will be responsible for providing expertise and direction to improve resource management and ensuring that internal and external communications are efficient, professional and utilize the most technologically advanced tools available to our teams.

  • Provide and obtain critical input during the development of Business Requirements Documents (BRDs), Perform User Acceptance Testing (UAT) of delivered software or system enhancements and develop/deliver process documentation and/or training to ensure adequate support for provisioning of these new technologies and services.
  • Review performance results, identify performance gaps, complete root cause analysis, develop appropriate action plans through system and technical improvements to address identified issues. Develop schedule working directly with IT, center personnel and project manager for an action plan to implement needed system changes.
  • Provide day-to-day system and staff support to the various work groups in the OCC. Serving as the Subject Matter Expert (SME) guiding resolution for all technical and system issues with ACD UCI/IP, AIMS and Voice Portal issues. Evaluate these issues to identify opportunity for system and/or process improvements and take steps through the business case process to fund and implement these as appropriate.

This position can be located in other valid Verizon Operations Control Centers’ locations.

What we’re looking for...

You’ll need to have:

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

Even better if you have:

  • A degree.
  • Four or more years of project management experience; defining work, strategic planning, project plan execution and measurement/controls; experience with large scale projects.
  • Strong communication skills with the ability to prepare technical documentation at an end user level and to deliver this via formal group training sessions and one-on-one coaching.
  • Comprehensive knowledge of center operations to include; performance metrics, resource management concepts and practices, scheduling, forecasting and optimizing the available workforce, knowledge of call routing/delivery, aims chat, voice portal ,reporting and proficiency with call flow, diagrams and safeguarding.
  • Ability to communicate effectively with all levels in the organization; i.e. live presentations, virtual presentations, written communication etc.
  • Experience of internal systems with the ability to learn new systems as necessary. Including but not limited to IPACD, UCI ACD, AIMs, IEX, Voice Portal, CoA/Dispatch as well as Google Suite, Microsoft Office/Excel/PowerPoint.
  • Critical skills such as planning, prioritization, resource allocation, communication, collaboration, coordination of people and resources.
  • Negotiation skills and ability to influence all levels of the organization to create positive movement/action while maintaining effective relationships.
  • Ability to be self-motivated and to operate independently in a virtual management environment.
  • Ability to work with cross functional teams across all levels of the organization to optimize business exceptional analytical and problem solving skills and experience of utilizing insights from data to drive change.
  • Strong leadership skills as well as team and individual accountability.

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.