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...

Looking for a Senior Manager who will be responsible for delivering an Omni experience with customer Journeys via Pega Case management mainly for service applications. You will be responsible for working with the various stakeholder groups across the VCG organization to deliver a seamless cross-channel experience across channels. You will lead a global team of diverse talent and will need to work with other managers within the organization and deliver the programs. Specifically driving Pega Case management practice - including migration to Pega platforms, managing existing Pega implemented Case management projects, and delivering multiple use cases for Omni experience. The role will be part of the Center of excellence for Omni experience driving Verizon objectives and making customer centric solutions. This is a strategic role for our pursuit to seamless Omni experience. Also sets the strategic direction and govern delivery for Wireless business, develops and maintains SLA's alongside internal business partners that meet or exceed customer expectations. Work very closely with the cross-functional GTS & business teams to understand system and process constraints, improvements, and proactive communication to known issues that may impact customers.

  • Defining and driving standards and best practices for Omni journey experience powered through Pega Case management.
  • Delivering on all key consumer priorities with a laser focus on customer centricity.
  • Migrating systems to the defined Verizon Consumer Group North star architecture.
  • Leading an organization that will drive journey migrations into Omni usecases including 5G, Sales and service flows.
  • Evaluating technology and platform choices while balancing between time to market, cost, scale, and customer experience.
  • Developing a culture of experimentation and iterative development.
  • Leading emerging technology direction, facilitating key decision points, and converting requirements into working product outcomes and drive integration with various vendor products.
  • Focusing on excellence in delivery by showing marked operational difference in the development life cycle – on-time delivery, Unit testing, and automation.
  • Driving DevOps implementation including ideation, business case, design, stakeholder management, development, trials, and delivery using industry standard processes and tools.
  • Documenting and comply with software quality, data security, and compliance processes.
  • Demonstrating capability to lead the team towards speed for delivery and speed for innovation.

What we’re looking for...

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 developing and launching successful, on-time and innovative software in Pega that focuses on strong architectural principles of Pega.
  • Knowledge on Consumer customer journeys, processes & experiences with understanding of Pega platforms in this context.
  • Knowledge of PEGA platform and a certification in Pega CSA, CSSA, LSA.
  • Experience with Pega Case Management, Strong domain expertise on deploying strategies, propositions and tracking metrics for Pega and customer reach.
  • Experience with people management.
  • Experience with Pega Implementation Methodology / Agile development.

Even better if you have:

  • A degree.
  • Master's degree in Computer Science / Information Technology, or related field.
  • Ability to quickly scale and manage multiple application streams in pega.
  • Strong presentation skills to communicate complex concepts effectively.
  • Experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems.
  • Ability to identify opportunities, facilitate workout sessions to ideate and come up with joint cross-functional solutions.
  • Experience in business process transformation and user experience optimization.
  • Experience in troubleshooting & supporting mission-critical 24X7 production systems, lead real-time high stake risk mitigation plan and drive timely decisions for Pega applications.
  • Experience leading senior talent, mentoring and coaching large teams.
  • Experience in PRPC.