What you’ll be doing...

Works as an Aspect / OpsTel / Work Force Optimization Design & Implementation Network Engineer with technical teams on large Health Care customer’s Voice / Call Centerinfrastructure.

Provide architectural oversight and life cycle engineering with the steady state Verizon team for a large integrated Voice Networking infrastructure.

  • Responsible for maintaining the integrity of the infrastructure through a detailed knowledge of the components and how they integrate and interact. The Voice Infrastructure components include:
    • Aspect
    • Genesys
    • Cisco Unified Communications
    • Nice Call Recording
    • Related Voice and networking technologies.
  • Responsibilities will include design, implementation, technical support and maintenance of:
    • Intelligent Routing plans to support complex routing strategies within the Intelligent Router and Automated Call Distribution (ACD), including default and disaster routing.
    • Call routing strategies and related IVR scripting are to be developed utilizing the Genesys Composer toolkit
    • Skills-based call routing tables, which route calls to Agents based on Agent skill sets, skill levels and availability
    • Real time statistics infrastructure to support multiple, complex and geographically diverse data feeds
    • Alternative routing scenarios that will apply in the event of closure or outage of any site.
  • Assist in developing and updating the long-range, comprehensive plan for the customer’s contact center systems, processes, technical architecture and standards.
  • Expected to stay abreast of relevant changes in technology and maintaining focus on the strategic requirements by working with the business units in a continuous cycle of planning for growth and optimization.
  • Consulting on network designs and technical engineering solutions to address specific customer requirements.
  • Collecting and confirming detailed information from customers, account teams, and Engineering groups that are specific to the business requirements for purposes of designing network solutions.
  • Delivering network diagrams, documentation and internal technical support training in order to successfully sustain and continuously improve the environment.

Position is responsible for executing on ASPECT projects, network change activities and technical problem resolution.

Provides recommendations for network optimizations either by self or collaborating with other engineers.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in Enterprise technology disciplines.
  • Experience in Enterprise Voice & Data Architecture design and life cycle engineering principals.

Even better if you have:

  • A degree.
  • Experience in Enterprise technology disciplinesin Voice & Data Networking & Unified Communications.
  • Experience in Enterprise Voice & Data Architecture design and life cycle engineering principals, experience on implementation, and physical/logical configuration best practices.
  • ASPECT/OpsTel / Work Force Optimization system integration experience with Voice / Call Center infrastructure platforms (Cisco / Genesys).
  • Strong working knowledge of the following technologies/platforms: ASPECT, IVR, IR / ACD, IP PBX, CTI/Softphone, Reporting (workflow, health & capacity), Unity, CUCM, UCCX, Switchboard, Soft Client, IPTr (SIP Trunking), Voice quality, Workforce Management, Genesys (Routing, Load Dist, SIP, MCP, T-Server, Configuration manager, CCPulse), Aspect, Nice Call Recording, Servers & virtualized infrastructure.
  • Certifications in one or more of the following: Aspect, Genesys, Nice, Cisco
  • Experience creating ASPECT/OpsTel / Work Force Optimization and voice platform technical documentation.
  • Experience in working closely with server engineering and database teams to install/design solution with ASPECT engineers.
  • Experience in the creation of detailed test plans to be executed during implementation.
  • Ability to train support teams on technical details and troubleshooting issues.
  • Ability to expertly develop integrated designs.
  • Ability to conduct post cutover, implementation, and upgrade meetings to discuss technical problems, reconfiguration issues, programming changes, and health check reports.
  • Ability to be self-directed and work effectively in a teaming environment both with and without direct supervision.
  • Excellent communication and interaction with all levels including executives.
  • Ability to defend and support ideas.
  • Excellent written and verbal communications skills.
  • Proven analytic skills and the ability to isolate and resolve complex issues.
  • Experienced in large enterprise/global environments.
  • Experience in service of Fortune 500 companies.
  • Experience in project delivery in a Fortune 100 company.

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.