Voice Network Assurance Engineer

Verizon • Temple Terrace, FL

1d • Hybrid

About The Position

Our customers are at the heart of our business and are one of our key strategies. Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers. When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to customers who are experiencing problems with their Voice network and mentoring less experienced colleagues. Implement, and support solutions involving, but not limited to: VoIP, Unified Communications & Collaborations, and SIP endpoints. Focus on Service Assurance and provisioning efforts for assigned customer to include number porting and phone/line/feature testing. Work with dispatch technicians to lead troubleshooting of on premise wiring and SIP end points. Advocating for customers by escalating unresolved issues to the next level of support. Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs). Maintaining user, customer, and departmental confidentiality at all times.
In this hybrid role, you must be located within commuting distance of the Verizon Cary, North Carolina office and be able to work 3 days in the office as assigned by your leader and 2 days working from home.

Requirements

• Bachelor’s degree or four or more years of relevant experience.
• Four or more years of network support in IT and/or telecom-based products and service with verifiable instances of implementing one or more of the following: Cisco Broadworks Provisioning experience.
• VoIP end-user provisioning and device experience Polycom, AudioCodes, Ribbon EdgeMarc, Algo, etc.
• Data Center applications & infrastructure experience
• Knowledge of Data and IP Services (MPLS, VoIP, PIP, VPN, IP PBX, EKTS)
• TCP/IP, UDP, RTP, SIP protocol experience.
• Understand network designs (system architecture, platform & capacity engineering, call routing).
• Collaborative nature; eager to partner with Service Delivery, Operations, or other internal groups to foster customer-facing relationships.
• Fluency in English (written and verbal).
• Experience with networking (e.g., routing, switching, and wireless technologies).
• Willingness to work in 24x7 and oncall rotational environments (including weekends, nights, and holidays as necessary).
• Ability to obtain and retain a U.S. government security clearance

Nice To Haves

• Six or more years of experience in a technical support, translations and provisioning role, with an emphasis on troubleshooting IP-based communications devices.
• Coordination of number porting, end-point testing and remediation.
• Experience with updating ATA & eSBC technologies firmware -AudioCodes/EdgeMarc.
• Experience with updating SIP Endpoint technologies firmware -PolyCom/Algo Paging units.
• Current industry certifications, Cisco Broadworks Engineer
• Ability to develop complex network design documentation and drawings.

Responsibilities

• Providing technical support to customers who are experiencing problems with their Voice network and mentoring less experienced colleagues.
• Implement, and support solutions involving, but not limited to: VoIP, Unified Communications & Collaborations, and SIP endpoints.
• Focus on Service Assurance and provisioning efforts for assigned customer to include number porting and phone/line/feature testing.
• Work with dispatch technicians to lead troubleshooting of on premise wiring and SIP end points.
• Advocating for customers by escalating unresolved issues to the next level of support.
• Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs).
• Maintaining user, customer, and departmental confidentiality at all times.

Benefits

• Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.
• From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
• We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package.
• Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level