What you’ll be doing...

This position is part of the Contact Center team that will work on site at the customer’s facility. You will manage and support the Contact Center routing environment, including call ICM, CUSP, and CVP. You will also perform analytical functions and provide advanced telecom support of the Contact Center and DR plan activations (in storm situations) working closely with the customer teams. You will work closely with engineering, architecture, application, governance, incident and problem management teams to meet SLAs and to ensure operational efficiency and reliability for voice services and the contact center.

  • Being the primary technical contact in critical event management situations, including providing support on technical and customer bridges.
  • Working client alerts and associated requests to meet all contractual SLA's.
  • Managing the resolution of escalated internal and external client issues and working on cross departmental projects with internal and external teams.

What we’re looking for...

You’ll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Cisco Voice experience with knowledge of Cisco ICM, CVP, UCCE and UCCX.
  • Experience working with VoIP Telephony, Cisco Call Manager, Cisco Unity voicemail and WebEx.
  • Experience supporting call center environments.
  • Experience in call flow management in Cisco UCCE environments.
  • Knowledge of and experience working with dial plan management.

Even better if you have:

  • A degree related to telephony support of a contact center environment.
  • CCVP certifications.
  • Working knowledge of the Service Now & ETMS ticketing platforms and related contractual SLAs.
  • Capability to be a self-starter with the ability to work independently and in a collaborative team environment.
  • Demonstrated capability to communicate effectively with technical and non-technical audiences and deliver presentations.
  • Demonstrated excellent problem solving skills with the ability to work through challenging situations and engage the right internal, external, customer or partner resources as appropriate.
  • Excellent computer skills in Word, Excel and Visio.

This position will be based in Northborough, MA.

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.