What you’ll be doing...

You’ll be accountable for working on a team responsible for call routing and delivery 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.

  • Develop high-level architecture design documents to facilitate integration of in-house development project and/or vendor based application within the existing enterprise architecture.
  • Review existing software/hardware capabilities, workflow, and scheduling limitations while capturing business objectives to help ensure business requirements are accurate and that stakeholders share a common understanding of the requirements.
  • Design and develop next generation contact center applications to improve operations and metrics within Verizon Consumer Group by leveraging machine learning and artificial intelligence technologies.
  • Build new productivity enhancing applications in contact centers by leveraging call management systems such as IEX, IPACD and Qfiniti.
  • Design, develop and maintain systems and applications using C#.Net, AJAX, JavaScript, JQuery, WCF, SQL Server 2008, WinForms.
  • Provide analysis and education of work load and computer system specifications while working independently and leading projects or definable portions of larger projects or processes from design to deployment.
  • Plan, provide technical assistance and programming guidance, related to the development of variety of software applications.
  • Provide quality control, review of test programs and computer systems testing to determine critically and component loss for strategic initiatives.

What we’re looking for...

You are driven by accomplishments and you show respect to our business clients and team members. You communicate openly and candidly and listen to others' suggestions while keeping the customer experience in mind. You have a comprehensive knowledge of call routing technologies and 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: Knowledge Base, Vision, ACSS, Avaya IVR, Cisco ICM Call Routing, Avaya ACD, and Pega Systems.
  • Experience in the following: Avaya/Periphonics environment, MPS500/1000, Experience Portal (7.2.0), Orchestration Designer (07.10.12.02), jQuery, MVC4, Knockout.js, Bootstrap, and WinForms.
  • Willingness to travel.
  • Fluency in English (written and verbal).

Even better if you have:

  • A degree.
  • Experience with developing Client/Server applications using ASP.Net, WCF & C#.Net, and LINQ.
  • Experience in the area of analysis, design, implementation, and support of IVR applications on Avaya/Periphonics MPS 1000 platform/Avaya OD.
  • Experience in a telecom and telephony environment.
  • Experience developing custom reports and dashboards for various devices (e.g., mobile phones, tablets, TVs) using JavaScript libraries (i.e., open source) for developing light weight graphical reporting.
  • The ability to thrive in a team-based environment and to collaborate across organizations and lead cross-functional teams.
  • Written and verbal communication skills.
  • Organizational and time management skills.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.