What you’ll be doing...
You will serve as a liaison between business clients, IT and other stakeholders to drive enhancements to Verizon Contact Center desktop systems, primarily within the Verizon adaptive decision troubleshooting flow platform. Through ideation, planning, implementation, and ongoing maintenance, you will be able to drive improvements to existing systems, and assist with the requirements and development of new systems.
Leading or managing projects that impact Verizon Contact Center desktop systems.
Identifying opportunities within desktop systems to drive employee efficiency and presenting enhancement recommendations.
Regularly preparing and communicating future plans and current status with stakeholders.
Gathering and analyzing data to measure business impact and identify future opportunities to drive improvements with desktop system solutions.
Tracking and reporting Contact Center metrics performance as it relates to enhancements to the Verizon Contact Center desktop systems.
Alternate strategic Verizon locations may be considered.
What we’re looking for...
You're a team player who is able to take direction, identify issues and risks, and communicate effectively. You enjoy collaborating with diverse teams, in a fast paced environment, while multi-tasking with a high degree of integrity. You realize that flexibility is critical as challenges are identified and solutions are developed that may impact overall project plans.
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
Experience with HTML, XML, JSON, and/or SQL.
Project management experience.
Even better if you have:
Experience with Machine Learning.
Customer service or call center experience.
Technical expertise supporting a guided flow, adaptive decision tree based Q&A flow.
Kept up-to-date on the development of new and emerging technologies.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.