When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

You'll offer engineering and administrative level expertise in the WFM technologies. This role will focus on configuration, implementation and advanced troubleshooting of Aspect eWFM (Core WFM, Perform, Empower).
It will offer back end WFM integration support for PeopleSoft, OpsTel CWA, Kronos, Genesys GPlus and Knowlagent/Intradiem.

  • Providing technical (break/fix).
  • Management and leadership of team.
  • Administration support for the WFM application suite and underlying infrastructure.
  • Maintaining application availability and functionality within an enterprise Contact Center environment.
  • Working in concert with other engineers on complex issues and tasks.

What we’re looking for...

You’ll also understand and handle the interrelationships between the various products and the infrastructure systems.You'll support and play a key role in a well-organized, well-documented, stable, and compliant infrastructure environments.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • WFM experience inclusive of Employee Scheduling, Labor Forecasting, Entitlements and Accruals, Leave Management, Attendance Management, Custom Reporting.
  • Experience troubleshooting common system and network issues.

Even better if you have:

  • A degree
  • Ability to effectively communicate, professional writing, technical writing and effective email writing.
  • Ability to work with general guidance to effectively perform routine to complex assignments; demanding familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.
  • Ability to solve a wide range of basic to complex problems with general guidance for the accomplishment of short to medium term goals and operating objectives.independently and exercises independent judgment and discretion within generally defined practices and policies to select appropriate methods or techniques for obtaining solutions.
  • VMware virtualization experience.
  • Certifications for CCNA Voice or CCNP Voice.
  • Experience with other enterprise Contact Center products.
  • Knowledge of H.323 protocols and Session Initiation Protocol (SIP).

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.Check out our diversity and inclusion page to learn more.

Moving the world forward together

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