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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).