What you’ll be doing...

The Interactive Voice Response (IVR) QA role is a part of Verizon's Professional Services team specializing in Hosted IVR (HIVR) Service Delivery. The HIVR Service Delivery team at Verizon delivers HIVR application development for global, enterprise customers. The team assesses the needs of the Verizon customer, designs an HIVR application to meet those needs, delivers the solution, and provides ongoing application development and maintenance support or the IVR product.The IVR QA role is a part of Verizon's Professional Services team specializing in Hosted IVR (HIVR) Service Delivery.

As an IVR QA you will get involved with the technology with the Verizon HIVR customer when solutions to identified business needs have been met through custom designs. You are responsible for the development and deployment of Hosted IVR solutions and provision of IVR instances in Service Creation Environment. You will test output prior to User Acceptance Testing (UAT) handoff to customer for acceptance, and deploy all IVR components to production environment. The IVR QA is responsible for establishing the IVR service so that it meets the documented customer requirements. Engagements typically reflect rapid development, integration, and implementation of solution design recommendations. You will collaborate with the clients’ technical staff to ensure alignment and congruency between the client’s infrastructure and proposed custom solutions in order to effect a seamless integration and implementation of technologies. Individuals in this position will rely on technical experience and understanding to ensure engineering milestones are achievable and aligned to solution end-state. The IVR QA will ensure that customer projects are planned, coordinated and communicated in a professional manner, keeping customer stakeholders regularly informed of progress, and ensuring that all stakeholder expectations are managed and customer committed dates are consistently met. Tools used in this role include Verizon’s proprietary IVR Service Creation Environment as well as other proprietary utilities used to analyze, evaluate, and troubleshoot customer reported issues. Department procedures are governed by ISO 9000:2015 certification.
Responsibilities:

  • Responsible for the implementation of Hosted Integrated Voice Response services
  • Consults with other Verizon teams and customers and assists with procurement of professional audio
  • Ensures the design of IVR solutions will integrate with other network services such as advanced routing features as well as data resources external to the IVR system
  • Understands boundaries of IVR capabilities and how they integrate with other resources and manages activities to ensure successful deployment
  • Works with Verizon customers who subscribe to managed services with components they can access to give them ability for real-time updates
  • Negotiate alternate delivery dates, reset customer expectation for delivery or identify alternate resources when required
  • Alerts supervisor and other team members of critical, platform-wide issues impacting multiple customers
  • Recommend the appropriate IVR configuration as well as network set up to meet the customer’s requirement when Verizon customers want delivery of unique identifiers based on caller input or dialed number
  • Solves client business problems through integration and implementation of custom solution designs that are Verizon product/service agnostic
  • Reviews and employs project documentation, which can include diagram process documents for the customers’ design
  • Relies on established Verizon and customer-provided procedural documents and vendor equipment documentation to aid in the development and execution of custom solutions
  • Reviews existing system configuration
  • Conducts limited discovery and analysis of customer routing designs
  • Works closely with internal and external work groups as necessary to ensure customers’ requirements are met for delivery of contracted custom projects
  • Relies on established Verizon and customer-provided procedural documents and vendor equipment documentation to aid in the development and execution of custom solutions
  • Reviews existing system configuration
  • Conducts limited discovery and analysis of customer routing designs
  • Works closely with internal and external work groups as necessary to ensure customers’ requirements are met for delivery of contracted custom projects

What we’re looking for...

You Must Have:

  • Associate Degree or 3 years of equivalent work experience
  • Education or experience with programming, scripting, or application development
  • 0 to 3 years of exprience in a technology QA or development role
  • Must have experience working with Outlook, Word, & Excel
  • Must have, or be able to qualify for, a government clearance

Even Better if You Have

  • Ability toevaluate and analyze existing IVR application documentation in order to implement customer requested changes to existing IVR services
  • Basic knowledge of telecommunications, IVR, VoIP, XML, database design
  • Knowledge and experience with Interactive Voice Response systems
  • Demonstrated effective relationship building skills
  • Demonstrated organizational and time management skills
  • Demonstrated effective written communication and record keeping skills
  • The ability to work under pressure
  • Problem-solving skills
  • Demonstrated effective verbal and written communication skills. Must be able to communicate and describe technical information to a non-technical audience
  • Programming, application development, or scripting experience
  • Background in software development and understanding of SDLC process
  • Customer service or help desk experience
  • ISO or ITIL certifications
  • PowerPoint, Visio and Project are a plus

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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.