Senior Member Technical Staff
• Tampa, FL, United States
• Full-Time Technology
• Job # 557711
• Date posted - 2021-02-24
Apply Share this Job
Email Twitter
When you join Verizon
Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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 project 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 capture business objectives to help ensure business requirements are accurate and that stakeholders share a common understanding of the requirements.
• Engage internal and cross-functional resources in the development of business strategies that guide the operation.
• Develop and/or engineer user interface, service tier, and data tier components.
• Responsible for all call routing design and documentation within the IT framework format.
• Provide support for day-to-day operations/maintenance/updates to the routing.
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 customers 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.
• Experience in Cisco UCCE Call Routing.
• Technical knowledge in one or more of the following systems: Avaya
• IVR, Avaya ACD, Pega Systems, Knowledge Base.
• Experience in Software Development Life-cycle (SDLC) Project Management.
• Willingness to work flexible schedules.
• 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 in Clarity, JIRA, Confluence, SharePoint, G-Suite as well as Agile methodologies.
• Analytical and problem-solving skills.
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.