When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
What you'll be doing...
We are looking for a Principal Engineer to join the VCG - Frontline Experience organization. The candidate in this position will be responsible for providing Technical and Business related subject matter expertise for Customer Service Verint Suite of applications & Call Center tools with focus on scalability, availability, operational stability and performance. As the lead Verint subject matter expert, the employee with this role is responsible for the design, customization, and installation of the Verint product suite to meet Verizon standards.
Responsibilities
Being a Subject Matter Expert in Verint (WFM, Interactions(Call recording), Transcription, DPA, Quality, Text analytics, Speech analytics).
Integrating FIS ,CSI and STCI adapters (Avaya and/or Cisco).
Building reporting dashboards for both IT & Business related needs .
Managing Text analytics .
Helping develop and deploy automation tools to support the operation.
Utilizing Verint's Developer portal to test/deploy new integrations into SQL.
Testing application patches and document rollout procedures.
Creating, building, and maintaining data pipelines from other sources that meet business requirements.
Creating, maintaining, and reusing existing ETL processes, employing a variety of data integration and data preparation tools.
Identifying, designing, and implementing internal process improvements: automating manual processes, optimizing data delivery, re-designing pipelines for greater scalability, etc.
Working with stakeholders including Product, Data, and Business teams to assist with data-related technical issues and support their data needs.
Focusing on key performance indicators/metrics and insights into current organizational activities.
Working with product owners to define functional and non-functional requirements.
Designing data models and business logic to meet specified requirements.
Providing end to end support for testing activities during the system testing and UAT.
Understanding complex architectures and clearly communicating those architectures at both technical and executive level.
Researching, prototyping, and documenting the organization's best practices using industry standards for new technology usage.
Working as a team member and provides technical leadership and/or business-related subject matter expertise on large, highly complex projects.
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..
Expericne with Verint product.
Experience on SIPREC, Avaya DMCC, Cisco DMS, Genesys, API integrations with Verint Database, SQL
Even better if you have one or more of the following:
Expertise in object-oriented programming languages,relational databases and Proven ability to design, build, and document APIs.
Experience across the software development lifecycle, including system analysis, design, coding, testing, debugging, and documentation.
Thorough understanding of agile software development methodologies, values, and procedures.
Ability to understand business requirements and translate them into technical requirements.
Experience with troubleshooting business systems
Ability to understand, interpret and explain complex concepts and processes to technical and business leadership.
Knowledge of system and software quality assurance best practices and methodologies
Experience in working with high-available mission critical large scale web applications.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.
Where you'll be working
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
Scheduled Weekly Hours
40
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.
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