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When you join Verizon
Verizon is one of the world’s leading providers of technology
and communications services, transforming the way we connect across
the globe. We’re a diverse network of people driven by our shared
ambition to shape a better future. Here, we have the ability to
learn and grow at the speed of technology, and the space to create
within every role. Together, we are moving the world forward – and
you can too. Dream it. Build it. Do it here.
What you’ll be doing...
You’ll be accountable for
working on a team responsible for call routing solutions for the
Verizon Consumer Group. You will play a key role working with
various groups of developers, subject matter experts, and
stakeholders to convert business requirements into technical
solutions as well as deliver these into a fully functional
application that meets the user’s needs. You’ll be in the front
lines delivering on strategic, technological visions by managing
detailed analysis, design, and building out call routing to support
the Contact Center Technology Solutions team.
Develops high-level
routing architecture design documents to facilitate integration of
in-house development projects and/or vendor based application
within the existing enterprise architecture.
Develops/Maintains “Best
Practices” policies/procedures for the technical
implementations.
Proposes comprehensive
routing solutions based on business and technical
requirements.
Directly captures
business objectives to help ensure business requirements are
accurate and that stakeholders share a common understanding of the
requirements.
Engages internal and
cross-functional resources in the development of business
strategies that guide the operation.
Develops and / or
engineers call routing designs.
Responsible for all call
routing design and documentation within the IT framework
format.
In this remote role,
you'll work from home with occasional in-person trainings and
meetings.
What we’re looking for...
You are driven by
accomplishments and you show respect to our business clients and
team members. You communicate openly, candidly and listen to others
suggestions all while keeping the customer's experience in mind.
You have a comprehensive knowledge of the call routing technologies
& standards, call center processes, and program
management.
You’ll need to
have:
Bachelor’s degree or four
or more years of work experience.
Six or more years of
relevant work experience.
Technical knowledge in
one or more of the following systems: Cisco ICM, Avaya
ACD.
Experience in Software
Development Life-cycle (SDLC) Project Management.
Meet all home office
requirements below.
Willingness to work a
flexible schedule.
Willingness to travel 25%
or less of the time.
Even better if you
have:
A degree in Business
Administration, Engineering, Information Systems, computer science,
or a relevant field.
Two or more years of
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), AUCCE Certified.
Familiar with
Conversational design, Artificial Intelligence, and Machine
Learning.
Experience working with
Afiniti.
Experience in Clarity,
JIRA, Confluence, SharePoint, G-Suite as well as Agile
methodologies.
Analytical and
problem-solving skills.
Home office
requirements:
This is a work from home
role with occasional in-person meetings and
training.
Internet service with a
direct connection to a cable or fiber modem capable of at least
25mbps (per your service plan; a monetary stipend may be provided
to you). Wireless connections or DSL are not
acceptable.
A dedicated quiet,
private workspace.
Verizon conducts periodic
home audits via webcam to ensure your workspace meets
requirements.
The ability to
self-manage in a remote work environment including setup of
company-provided ergonomic chair, desk, and computer equipment and
ongoing proactive, skilled, and effective management of your home
network and connections.
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.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against
COVID-19. Verizon provides reasonable accommodations consistent
with legal requirements (e.g., for medical or religious
reasons).
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