Genesys Contact Center Consultant

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

• Handling all aspects of project delivery using the Verizon Professional Services Project Delivery Model.
• Providing regular project status reporting for internal and external stakeholders, including comprehensive financial management data.
• Planning and executing moderately complex Call Center technology project lifecycle implementations.
• Providing Customer Experience (CX) project management and governance for projects involving multiple technologies.
• Using technical understanding to ensure engineering milestones are achievable and aligned to solution end state.
• Interfacing with Management, PMO program stakeholders, and customer representatives.
• Facilitating the definition and documentation of project requirements, scope, and deliverables.
• Developing and maintaining project plans, action logs, risk and issue logs.
• Being accountable for delivering projects on time, within budget, and with high quality.
• Handling resource forecasting and tracking throughout project lifecycle implementations.
• Applying subject matter expertise on contact center technologies required to design and deliver custom solutions.
• Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
• Responsible for driving and tracking project management administrative/governance tasks across the project management team to completion.
• Assist with project intake process and resource assignment tracking across the project management team.
• Support release management tasks including maintaining the release calendar and release notes.
• Leading cross-functional, high performance, virtual teams.
• Actively managing customer expectations.
• Escalating issues that require executive attention.

Where you'll be working…

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years of relevant work experience.
• Three or more years of relevant work experience.
• Project management experience in the Contact Center Services area.
• Experience in Genesys, Avaya, Aspect, NICE, or IVR technologies (CPE).
• Active PMP certification or eligibility to acquire within 12 months.
• Willingness to travel up to approximately 25% of the time.

Even better if you have one or more of the following:

• Six or more years of project management experience in the Contact Center Services area.
• Experience with Clarity, SAP, and/or Smartsheet.
• Excellent client relationship management, negotiation, and conflict resolution skills.
• Healthcare background and knowledge.
• Strong project governance skills.
• Four or more years of Genesys and IVR technologies experience (CPE).
• Agile and Waterfall project methodologies experience.
• Telecommunications knowledge.
• Excellent written and verbal communication skills.
• Vendor management skills, including contract agreements, service level agreements, and performance measurements.
• Experience coordinating management of technical, security, and network architecture frameworks.
• Ability to effectively communicate with all project stakeholders.
• Genesys or other technology certification.
• Experience using G Suite, Microsoft applications, web conferencing and collaboration tools (aka Webex, Slack).

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).