Senior Engineer Specialist - Network Operations

Verizon Communications

241d • $96,000 - $157,000 • Remote

About The Position

We are seeking a highly skilled and motivated 911 Sr. Engineer Specialist to join our team. You will serve as the 911 Public Safety Customer advocate, providing technical support and monitor, analyze and resolve all customer issues. You'll be responsible for coordinating any planned work with authorized Public Safety personnel and interface with internal and external organizations to ensure service quality. You'll also be involved in customer escalations as required to ensure timely resolution. Support TDM and SIP-based networks used in 911 services Support network evolution projects and processes to ensure 911 call delivery Documenting and tracking all service issues daily Reviewing Disaster Plans and Network Reliability with authorized Public Safety Customer Provide updates to authorized Public Safety Customer Attest to customer 911 circuits annually Attend customer service meetings when applicable.

Requirements

• Associate's degree or two or more years of work experience.
• Three or more years of relevant work experience.
• Experience in Customer Service.
• Willingness to work flexible schedule including holidays and weekends.
• Ability to work rotating on-call coverage.

Nice To Haves

• A degree in telecommunications or two or more years of telecommunications experience in the 911 field.
• Strong understanding of 911 VOIP and Wireless technologies and protocols.
• Strong verbal and written communication skills.
• Strong organizational and multi-tasking skills.
• Excellent decision making and analytical skills.
• Strong understanding of 911 architecture.
• Project/Program Management experience.
• 911 Network and/or CPE experience.
• 911 Switching or translations experience.
• External Public Safety or Emergency Services knowledge or experience.
• Experience with Managed WAN Network architecture.

Responsibilities

• Serve as the 911 Public Safety Customer advocate.
• Provide technical support and monitor, analyze and resolve all customer issues.
• Coordinate planned work with authorized Public Safety personnel.
• Interface with internal and external organizations to ensure service quality.
• Handle customer escalations to ensure timely resolution.
• Support TDM and SIP-based networks used in 911 services.
• Support network evolution projects and processes to ensure 911 call delivery.
• Document and track all service issues daily.
• Review Disaster Plans and Network Reliability with authorized Public Safety Customer.
• Provide updates to authorized Public Safety Customer.
• Attest to customer 911 circuits annually.
• Attend customer service meetings when applicable.

Benefits

• Health and wellness benefits.
• Short term incentives.
• 401(k) Savings Plan.
• Stock incentive programs.
• Paid time off.
• Parental leave.
• Adoption assistance.
• Tuition assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Associate degree