What you’ll be doing...

As the Network IVR (NIVR) Solution Engineer (SE) you will be part of Verizon's Professional Services (PS) team. The PS team implements and maintains both Verizon hosted and premise solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers (Verizon’s Enterprise, Medium Business, and Government) so our focus is to consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location. You will be working within our PS CX team to drive implementation of complex hosted solutions and PS revenue.

In this role, you'll be responsible for:

  • Implementing and maintaining Hosted solutions (IVR, Speech, real-time & static data integration, reporting, call routing, call queuing, and call back). The SE acts as both a technical consultant and business analyst.
  • Design, document, and troubleshoot complex contact center solutions for business customers.
  • Determine customer needs and translate them to both technical requirements and a technical design.
  • Lead technical design meetings. Understand platform capabilities and corresponding environments. Work with team members to properly integrate platforms and product offerings in support of customer contact center solution.
  • Application software engineering responsibilities including assessing designs, provisioning, coordinating technical staff, understanding platforms and procedures.
  • Work with UI designers, programmers, and testers to complete designs and triage defects.
  • Responsibilities also include prompt scripting, proprietary platform knowledge, product knowledge, and business analysis.
  • Assist project managers with representing project teams in customer meetings.
  • Act as project liaison for platform engineering and support.
  • Help lead project teams in assessing solution changes as well as new opportunities.
  • Assist sales architect and sales teams by representing PS during meetings with potential customers.
  • Create and present designs that are technically feasible, maintainable, and supportable.
  • Create and present designs that are billable and in alignment with the customers contract and SOW.
  • Understand project scope and solution possibilities by having a thorough understanding of SOW, customer contracts, and change control documents.
  • Work with Project Manager to ensure that developers and testers understand the goal of the project, the scope of the project, and other critical factors.
  • Foster a teamwork environment for each project by understanding project team member needs/dependencies and promoting team buy-in on design and technical matters.

What we’re looking for...

You'll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Four or more years of experience in IVR, telecommunications, or software engineering field.
  • Strong background in IVR design, business analysis, and/or software engineering. Must have technical and analytical skills.
  • Four or more years of experience in requirements discovery and documentation and data integration.
  • Skilled user of MS Word, MS Excel, MS Visio, and text editors.
  • Willingness to travel up to approximately 25% of the time.

Even better if you have:

  • A Degree in Engineering, Computer Science, or Computer Information Systems related discipline or equivalent work experience.
  • Previous consulting experience or experience in a fast-paced, high-pressure environment.
  • Programming experience and/or writing pseudo-code.
  • Ability to review call and system logs to facilitate troubleshooting.
  • Ability to remember and recall semantic and factual information.
  • Communication skills to accurately represent and convey information both in verbal and written form. Must be able to interact professionally with a diverse group.
  • Knowledge of Verizon's Professional Services offerings.
  • Ability to manage competing and conflicting priorities.
  • Detail-oriented and ability to maintain composure in challenging situations.
  • Experience working in dynamic and fast-paced environments.
  • Ability to work autonomously and as part of a self-directed work team.
  • Organization skills and ability to store and recall large volumes of information.
  • Training and experience in project leadership.
  • Ability to quickly learn internal tools and processes.
  • User Interface design and/or Speech design.
  • Omni-channel design and/or CX (Customer Experience) consulting.
  • Experience with Verizon platforms, systems, products and features (e.g. Network Manager, Integrated Call Tree, Virtual Contact Center, Voice Call Back, Host Connect, Speech and Enhanced Reporting).
  • Experience with JIRA and/or workflow tools.
  • Relational DB experience.

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.