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 in managing the software development life cycle for our various Mobile and Fios Voice applications. You will play a key role in ensuring success in our deployments and creating a positive customer experience. You’ll be in the front lines delivering on strategic, technological visions by defining requirements, creating detailed analysis, validation and testing. You will be key in developing and executing testing plans in our user acceptance and production environments.

  • Serve as an IVR resource/content expert to our clients by providing them with tools and training necessary to increase the overall agent, client, and customer experience.
  • Maintain the routing rules that connect the caller experience to the right agents.
  • Develop and execute test plans that include end to end call flow certification,
  • Identification and sourcing for all accounts to provide new functionality in the User Acceptance Testing (UAT) experience.
  • Monitoring our Quality Metrics and conducting regular health checks on our systems to provide solutions for correction or improvement in regard to customer interactions, quality of trouble reports, and additional business drivers.

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 IVR technology & standards, call center processes, and call routing.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Three or more years of IVR or Conversational AI work experience.
  • Experience with test case development and certification in a UAT and production environment.
  • Project management support, with emphasis on requirements, testing, deployment, and support of systems.
  • Willingness to work in flexible hours and on weekends to test and certify code deployment and to provide off hour support, including overnight, for product code deployments and emergency issues.

Even better if you have:

  • A degree in Computer Science, Information Systems or other related technical disciplines.
  • Two year or more experience in a call center process and system environment.
  • Experience in Software Development Lifecycle (SDLC) Project Management.