Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life. What you’ll be doing...

You’ll be accountable for working on a team responsible for managing the development lifecycle of IVR & call routing solutions for the Verizon Consumer Group.  You will play a key role in ensuring success in our deployments and creating a positive customer experience. You’ll be on the front lines delivering on strategic, technological visions by defining requirements and creating detailed analysis, validation, and testing to support the Contact Center Technology Solutions team.
 

• Evaluating business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.

• Developing/Maintaining “Best Practices” policies/procedures for the technical implementations.

• Having experience in the product life cycle development as product owner/ Product Manager

• Proposing comprehensive routing requirements based on business needs.

• Capturing business objectives to help ensure business requirements are accurate and that stakeholders share a common understanding of the requirements.

• Engaging internal and cross-functional resources in the development of business strategies that guide the operation.

• Meeting with end users and technical staff of all types to gather and document business and system requirements.

• Completing regular, ongoing regression testing of voice portal/IVR applications/routing applications.

• Providing support for day-to-day operations/maintenance/updates to the call management ecosystem.

Where you'll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we’re looking for…

You are driven by accomplishments, and you show respect to our business clients and team members. You communicate openly, and candidly and listen to other suggestions all while keeping the customer's experience in mind. You have a comprehensive knowledge of IVR & call routing technologies & standards, call center processes, and software testing.

You’ll need to have…

• Bachelor’s degree or four or more years of call routing or IVR work experience.

• Technical knowledge in one or more of the following systems is a must: Knowledge Base, Vision, ACSS, IVR, Call Routing Cisco ICM or Avaya, Avaya ACD, Pega Systems

• Must have Cisco ICM Editor hands-on experience.

• Metrics analysis & design.

• Conversational design, testing, and customer experience/usability experience.

• Must possess excellent written and verbal communication and presentation skills with fluency in English.

• Excellent analytical and problem-solving skills.

• Strong sense of discretion and confidentiality.

• Excellent organizational and time management skills.

• Teamwork oriented.

• The ability to work periodic support after hours and on weekends as well as the ability to provide off-hour support, including overnight, for product code deployments and emergency issues.

Even better if you have:

• A degree in business administration, engineering, information systems, computer science, or a related field.

• Two years or more experience in call center processes and customer service.

• Certification in one or more of the following: Certified Business Analyst (CBAP), Professional Business Analyst (PMI-PBA), Project Management Professional (PMP), Lean Six Sigma, Business Process Management (BPM)

• Experience in Clarity, JIRA, Confluence, SharePoint, G-Suite as well as Agile methodologies

• Familiar with Machine Learning and Artificial Intelligence methodologies/best-practices

• Experience in any scripting

• Formal training in relevant topics

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

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.